Construction of Internet Plus Wound Care Service Quality Evaluation System Based on Donabedian and SERVQUAL Models-A...

The objective of this study was to develop an Internet Plus wound care service quality evaluation system within the context of digital and intelligent medical care services. We utilized the Donabedian and SERVQUAL models as the theoretical framework, establishing an initial evaluation system through a literature review and semi-structured interviews. This evaluation system was refined through two rounds of Delphi expert consultations, and the weights of each level of indicators were determined using the Analytic Hierarchy Process (AHP). The statistical results indicated a return rate of 100%, with authority coefficients of the experts at 0.898 and 0.906, respectively. The experts' opinions were relatively concentrated and consistent. After two rounds of consultations, the importance values of indicators exceeded 4.5 points, the variation coefficient was below 0.25, and the Kendall coordination coefficients for secondary and tertiary indicators were 0.163 and 0.131, respectively, all with p < 0.001. The final indicator system comprised 3 primary indicators, 10 secondary indicators, and 59 tertiary indicators, demonstrating strong scientific validity and reliability.