评估服务质量及其对假肢和整形器械患者体验和满意度的影响:基于SERVQUAL的横截面研究
Mahmoud Alfatafta1, Nizar Alsubahi2,3, Huda Alfatafta4
1Department of Prosthetics and Orthotics, School of Rehabilitation Sciences, The University of Jordan, Amman, Jordan. m.alfatafta@ju.edu.jo.
BMC health services research
|July 28, 2025
概括
服务质量显著影响患者对假肢和整形 (P&O) 服务的满意度. 响应性,保证性和可触摸性是关键驱动因素,强调需要改善医疗保健提供和以患者为中心的护理.
科学领域:
- 医疗保健管理的管理
- 康复科学 康复科学 康复科学
- 患者体验研究 研究研究
背景情况:
- 服务质量对于假肢和整形 (P&O) 服务的患者满意度至关重要.
- 关于SERVQUAL维度对P&O患者体验和满意度的影响的研究有限.
- 本研究解决了这一差距,检查了服务质量在P&O护理中的作用.
研究的目的:
- 评估服务质量维度 (SERVQUAL),患者体验 (PE) 和P&O服务中的患者满意度 (PS) 之间的关系.
- 确定影响P&O护理患者结果的关键服务质量因素.
- 提供基于证据的见解,以提高P&O服务交付.
主要方法:
- 一项涉及14个不同P&O设施的307名患者的横截面研究.
- 通过基于SERVQUAL的结构化调查问卷收集的数据,测量PE,PS和服务质量.
- 结构方程建模 (SEM) 用于分析直接和间接关系.
主要成果:
- 响应性,保证性和可触摸性显著预测了PE和PS (p < 0.001).
- 患者体验调解了服务质量对满意度的影响.
- 可靠性影响PS (p < 0.001),但不影响PE (p = 0.386);同理心没有显著影响PS (p = 0.311).
结论:
- 服务质量,特别是响应性,保证性和可触摸性,对于P&O患者的满意度和体验至关重要.
- 优先考虑这些方面可以提高P&O服务中以患者为中心的护理.
- 建议包括标准化培训,基础设施改进和公私合作伙伴关系,以提高全球P&O服务质量.
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