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

doi:10.3969/j.issn.1672-1756.2022.03.014

Abstract

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

CLC Number: R47

REN Zhifang, GAO Xueli, WANG Yanling, ZHANG Lili, XIAO Qian. Construction of the quality evaluation index system of "Internet+ Nursing Service" based on Donabedian theory and SERVQUAL model[J].Chinese Nursing Management, 2022, 22(3): 391-396.

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

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