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Developing a quality indicator system for evaluating internet plus home care nursing services based on the SERVQUAL

Lei Ye1, Shulan Yang1, Biyan Jiang1

  • 1Department of Nursing, Zhejiang Hospital, Hangzhou, China.

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|November 18, 2024
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Summary

The study developed a quality indicator system for Internet Plus Home Care Nursing (Internet+ HCN) services. This system, based on the SERVQUAL model, aims to improve user experience and service quality in digital health.

Keywords:
Home care nursingInternet plusSERVQUAL modelService quality

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Area of Science:

  • Health Informatics
  • Nursing
  • Digital Health Services

Background:

  • Rising demand for Internet Plus Home Care Nursing (Internet+ HCN) services driven by global population aging and information technology advancements.
  • Potential of Internet+ HCN to address healthcare service shortages by optimizing human resources.
  • Current challenges in scaling Internet+ HCN due to a lack of standardized quality governance and defined evaluation indicators.

Purpose of the Study:

  • To develop a comprehensive quality indicator system for evaluating Internet+ HCN services.
  • To provide a theoretical framework for assessing mobile health (mHealth) service quality from a user experience standpoint.

Main Methods:

  • Established an initial quality indicator system based on Internet+ HCN service scenarios.
  • Utilized the Delphi Method for expert-driven refinement of indicators.
  • Applied the Analytic Hierarchy Process (AHP) to determine indicator weights.
  • Developed the final system based on the SERVQUAL model.

Main Results:

  • Engaged 17 experts across nursing, health management, and informatics.
  • Achieved 100% response rates in Delphi and AHP rounds, with high expert authority coefficients (0.912-0.925).
  • Developed a system with five primary indicators (assurance, reliability, tangibles, responsiveness, empathy) and 15 secondary indicators.
  • Assurance (0.245) and reliability (0.240) received the highest weights, followed by tangibles (0.192), responsiveness (0.190), and empathy (0.132).

Conclusions:

  • The developed SERVQUAL model-based quality indicator system can effectively measure the service quality gap between user expectations and perceptions.
  • This system offers a valuable tool for enhancing the quality of Internet+ HCN services by focusing on user experiences.
  • Provides a foundation for standardized quality governance in the growing digital home care sector.