上海某医院与广东某疾病预防控制中心门诊就诊者与门诊职工感知服务质量比较研究.docVIP

上海某医院与广东某疾病预防控制中心门诊就诊者与门诊职工感知服务质量的比较研究 　　[摘要] 目的 比较医院与疾病预防控制中心两类医疗机构的就诊者与职工感知服务质量。 方法 运用ServQual量表对上海某医院、广东省某市疾病预防控制中心门诊就诊者进行随机抽样调查，对门诊职工进行整群抽样调查。采用SPSS 20.0进行频率、因素分析、信度分析、积差相关分析、独立样本t检验、单因素方差分析、复回归分析和Logistic回归分析。 结果 就诊者组因素分析KMO值为0.978，信度分析Cronbachs α值为0.981；职工组因素分析KMO值为0.945，信度分析Cronbachs α值为0.978。医务职工感知服务质量较就诊者组感受程度低。就诊者组小学及以下学历者较大学者在可靠性（F = 3.468，P = 0.010 0.05）方面感受差；职工组医技人员较行政后勤人员在响应性（F = 3.564，P = 0.020 0.05）方面感受差。在回归模型中，就诊者组与职工组的移情性、可靠性对感知服务质量有显著影响力。职工组中上海某医院与广东某市疾病预防控制中心门诊职工在高低感知服务质量的整体分类正确的百分比为77.1%。 结论 上海某医院门诊就诊者和职工感知服务质量的感受性高；应加强单位对职工、职工对就诊者的服务意识与能力。 　　[关键词] 医院；疾病预防控制中心；门诊；就诊者；职工；感知服务质量 　　[中图分类号] R197.3[文献标识码] A[文章编号] 1673-7210（2014）06（a）-0109-07 　　 　　Comparative study of perceived service quality of outpatient patients and clinic doctors from a hospital in Shanghai and a center for disease control and prevention in Guangdong Province 　　LI Min1 LI Xia2 LU Hongzhou1▲ 　　1.Shanghai Public Health Clinical Center, Shanghai 201508, China; 2.Center for Disease Control and Prevention of Huizhou City, Guangdong Province, Huizhou 516001, China 　　[Abstract] Objective To compare the perceived service quality of patients and doctors from two types of medical institutions that hospital and center for disease control and prevention. Methods ServQual scale was used for random samplingsurvey and cluster sampling survey in outpatient patients and clinic doctors from a hospital in Shanghai and a center for disease control and prevention in Guangdong Province. SPSS 20.0 was used for frequency, factor analysis, reliability analysis, Pearson correlation analysis, independent sample t test, ANOVA, multiple regression analysis, Logistic regression analysis. Results KMO value was 0.978 and 0.945 respectively in outpatient patients group and clinic doctors group. Cronbachs α value was 0.981 and 0.978 in outpatient patients group and clinic doctors group. Perceived service quality in clinic doctors was lower than outpatient patients. Outpatient patients with primary and