主管：国家卫生健康委员会
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中国科技核心期刊（中国科技论文统计源期刊）
中国科学引文数据库（CSCD）核心库期刊
《中文核心期刊要目总览》核心期刊

中国护理管理 ›› 2022, Vol. 22 ›› Issue (3): 391-396.doi: 10.3969/j.issn.1672-1756.2022.03.014

• “互联网+ 护理服务”专题 • 上一篇    下一篇

基于三维质量理论与服务质量评价模型的“互联网+护理服务”质量评价指标体系的构建

任志方 高学莉 王艳玲 张莉莉 肖倩   

  1. 首都医科大学护理学院，100069 北京市（任志方，高学莉，王艳玲，肖倩）；首都医科大学附属北京佑安医院护理部（张莉莉）
  • 出版日期:2022-03-15 发布日期:2022-03-15
  • 通讯作者: 肖倩，博士，教授，E-mail:julia.xiao@163.com
  • 作者简介:任志方，硕士
  • 基金资助:
    北京市社会科学基金项目（19SRC021）

Construction of the quality evaluation index system of "Internet+ Nursing Service" based on Donabedian theory and SERVQUAL model

REN Zhifang, GAO Xueli, WANG Yanling, ZHANG Lili, XIAO Qian   

  1. School of Nursing, Capital Medical University, Beijing, 100069, China
  • Online:2022-03-15 Published:2022-03-15
  • Contact: E-mail:julia.xiao@163.com

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摘要： 目的：构建“互联网+护理服务”质量评价指标体系，以期为评价“互联网+护理服务”质量提供全面、系统、可量化的标准。方法：以Donabedian三维质量理论及SERVQUAL服务质量评价模型为理论框架，通过文献分析、半结构式访谈和德尔菲法，构建“互联网+护理服务”质量评价指标体系。运用层次分析法确定各级指标的权重。结果：3轮专家函询问卷的有效回收率均为100%，专家权威系数分别为0.873、0.851和0.830，肯德尔协调系数分别为0.127、0.138和0.115（P<0.01）。最终形成的“互联网+护理服务”质量评价指标体系包括3项一级指标、11项二级指标、56项三级指标。结论：构建的“互联网+护理服务”质量评价指标体系具有较好的科学性与可靠性，内容全面，可为“互联网+护理服务”质量评价提供参考。

关键词: 互联网+护理服务；护理质量；指标体系；德尔菲法

Abstract: Objective: To construct the quality evaluation index system of "Internet+ Nursing Service" in order to provide a comprehensive, systematic and quantifiable standard for the evaluation of "Internet+ Nursing Service" quality. Methods: Using Donabedian three-dimensional quality theory and SERVQUAL service quality evaluation model as theoretical framework, this study constructed "Internet+ Nursing Service" quality evaluation index system through literature analysis, semi-structured interview, Delphi method and analytic hierarchy process. Results: The effective recoveries of the three rounds of expert correspondence questionnaire were 100%, the expert authority coefficients were 0.873, 0.851, 0.830, Kendall's coefficient of concordance were 0.127, 0.138, 0.115 respectively (P<0.01). The final quality evaluation index system of "Internet+ Nursing Service" includes 3 first-level indicators, 11 second-level indicators and 56 third-level indicators. Conclusion: The quality evaluation index system of "Internet+ Nursing Service" is scientific, reliable and comprehensive, which can provide reference for the quality evaluation of "Internet+ Nursing Service".

Key words: Internet+ Nursing Service; nursing quality; indicator system; Delphi method

中图分类号:  R47
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