Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model

Youli Wang; Yubin Zhang; Anrong Fu; Yuwei Ding; Yang Cao

doi:10.11910/j.issn.2791-2043.2025.3.08

Your Location：

Home >

Browse articles >

Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model

MONOGRAPHIC STUDY | Updated：2026-01-31

- Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model
- Sterile Supply Vol. 4, Issue 3, (2025)
- Affiliations：
  
  The First Affiliated Hospital with Nanjing Medical University, Nanjing 210000, China
- Author bio：
  
  Yang Cao at caoyang@jsph.org.cn
- Funds：
- DOI：10.11910/j.issn.2791-2043.2025.3.08
  CLC：
- Published：15 October 2025
- Accepted：
Scan QR Code
Wang Youli,Zhang Yubin,Fu Anrong,et al.Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model[J].Sterile Supply,2025,04(03):198-216.
DOI：

Wang Youli,Zhang Yubin,Fu Anrong,et al.Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model[J].Sterile Supply,2025,04(03):198-216. DOI： 10.11910/j.issn.2791-2043.2025.3.08.

摘要

Abstract

This study aims to construct and evaluate an index system for assessing property service quality following the adoption of logistics socialized outsourcing in public hospitals

providing a reference for evaluating the service quality of outsourced property companies. Based on the SERVQUAL model (also known as the gap model) and combined with literature analysis and expert interviews

a preliminary evaluation index system was established. The Delphi expert consultation method and analytic hierarchy process (AHP) were employed to screen the indices according to expert opinions and scoring results. An evaluation system including five first-level indicators of tangibility

reliability

responsiveness

assurance and empathy and 22 second-level indicators was established. The expert authority was high (Cr=0.914)

and the opinions were well coordinated (

=0.47

0.05). The constructed evaluation index system for property service quality in public hospitals is scientific and feasible

offering a theoretical reference for accelerating the transformation and upgrading of logistics service levels in public hospitals and enhancing their performance evaluation.

关键词

Keywords

references

AMPORFRO D A , BOAH M , SHAO Y Q , et al . Patients satisfaction with healthcare delivery in Ghana [J ] . BMC Health Services Research , 2021 , 21 : 722 .

BABAKUS E , MANGOLD W G . Adapting the SERVQUAL scale to hospital services: An empirical investigation [J ] . Health Services Research , 1992 , 26 ( 6 ): 767 - 786 .

CENANI S , CAN G . Multi-criteria ranking of LEED healthcare criteria for designing green hospitals [J ] . Journal of Building Engineering , 2025 , 105 : 112443 .

CHAKRABORTY S , SAHA A K . A framework of LR fuzzy AHP and fuzzy WASPAS for health care waste recycling technology [J ] . Applied Soft Computing , 2022 , 127 : 109388 .

Chen B. , Niu D. , Zhou L. , et al . ( 2025 ). Study on the assessment system based on the AHP-entropy weight method for patents’ value of medically technical achievements . China Medical Equipment , 22 ( 11 ), 122 - 127+131 .

CHENG W Q , FAN L J , YU X H , et al . Current situation of hospital-acquired infection management and progress of research on management strategies [J ] . Chinese Journal of Nosocomiology , 2024 , 34 ( 23 ): 3656 - 3661 .

CHEN X B , ZHAO J , ZHU Z X , et al . Construction of key performance indicator system of clinical quality control for ECMO equipment based on Delphi method [J ] . China Medical Equipment , 2025 , 22 ( 6 ): 103 - 107 .

CHEN Y Y , CHEN Z B . Full life cycle management of property outsourcing services in public hospitals [J ] . Modern Hospital , 2024 , 24 ( 4 ): 567 - 570 .

Editorial Department of this Journal . ( 2019 ). Development report on hospital property management . Urban Development , 15 , 17 - 31 .

GOSSLER T , FALAGARA SIGALA I , WAKOLBINGER T , et al . Applying the Delphi method to determine best practices for outsourcing logistics in disaster relief [J ] . Journal of Humanitarian Logistics and Supply Chain Management , 2019 , 9 ( 3 ): 438 - 474 .

Guo C . ( 2024 ). Management practice of hazardous substances in a large general hospital . Modern Hospital Management , 22 ( 4 ), 87 – 89 .

Hu X. J. , Feng F. L. , & Ye X . M . ( 2024 ). Countermeasures for high-quality development and refined management of public hospitals: Summary of “Seminar on Fine Management of Public Hospitals under High-quality Development”. Health Economics Research , 41 ( 8 ), 91 - 93 .

JONKISZ A , KARNIEJ P , KRASOWSKA D . SERVQUAL method as an “old new” tool for improving the quality of medical services: A literature review [J ] . International Journal of Environmental Research and Public Health , 2021 , 18 ( 20 ): 10758 .

BAUTISTA J M S , TANGSOC J C . Hospital service quality assessment and analysis: A multi-perspective approach [J ] . DLSU Business & Economics Review , 2016 , 26 ( 1 ): 30 – 49 .

DASARI K , MCCARTHY N . A Delphi consensus study to define non-consultant hospital doctor competencies essential for a focussed curriculum in major emergency management [J ] . Prehospital and Disaster Medicine , 2023 , 38 ( S1 ): s154 .

KARASAN A , ERDOGAN M , CINAR M . Healthcare service quality evaluation: An integrated decision-making methodology and a case study [J ] . Socio-Economic Planning Sciences , 2022 , 82 : 101234 .

LAI L Z , CUI N , WANG C , et al . Construction research on comprehensive and full-cycle patient service quality evaluation index system in large public hospitals [J ] . Chinese Hospital Management , 2025 , 45 ( 1 ): 60 - 64 .

Li X. , Lai S. , Chen J. , et al . ( 2024 ). Service quality evaluation research of grassroots health service center based on SERVQUAL model . Chinese Health Service Management , 41 ( 3 ), 274 – 279 .

Liu J. ( 2023 ). Research on the high-quality development evaluation indicator system for tertiary public traditional Chinese medicine hospitals based on TCM characteristics [Doctoral dissertation, China Academy of Chinese Medical Sciences ] . https://doi.org/10.27658/d.cnki.gzzyy.2023.000100 https://doi.org/10.27658/d.cnki.gzzyy.2023.000100

Nan X. , Yang J. , Liang Y. , et al . ( 2021 ). Strategies for improving the quality of basic public health services—Based on service quality gap model . Health Economics Research , 38 ( 2 ), 44 - 46+50 . https://doi.org/10.14055/j.cnki.33-1056/f.2021.02.012 https://doi.org/10.14055/j.cnki.33-1056/f.2021.02.012

National Health Commission . ( 2018 ). Core system for medical quality and safety . Retrieved from https://www.gov.cn/xinwen/2018-04/24/content_5285473.htm https://www.gov.cn/xinwen/2018-04/24/content_5285473.htm

National Health Commission . ( 2021 ). Hospital smart management grading evaluation standard system (Trial) . Retrieved from http://www.nhc.gov.cn/cms-search/xxgk/getManuscriptXxglk.htm id=10ec6aca99ec47428d2841a110448de3 http://www.nhc.gov.cn/cms-search/xxgk/getManuscriptXxglk.htmid=10ec6aca99ec47428d2841a110448de3

National Health Commission . ( 2022 ). Network security management measures for medical and health institutions . Retrieved from https://www.gov.cn/zhengce/zhengceku/2022-08/30/content_5707404.htm https://www.gov.cn/zhengce/zhengceku/2022-08/30/content_5707404.htm

National Health Commission . ( 2023 ). Regulations on the administration of medical institutions . Retrieved from http://www.nhc.gov.cn/fzs/s3576/202303/368c667ee1244ac4844a8a787185b8c6.shtml http://www.nhc.gov.cn/fzs/s3576/202303/368c667ee1244ac4844a8a787185b8c6.shtml

NEKOEI-MOGHADAM M , AMIRESMAILI M . Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country [J ] . International Journal of Health Care Quality Assurance , 2011 , 24 ( 1 ): 57 - 66 .

Parasuraman A. , Zeithaml V. A. , & Berry L . L . ( 1988 ). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing , 64 ( 1 ), 12 - 40 .

SAATY T L . How to make a decision: The analytic hierarchy process [J ] . European Journal of Operational Research , 1990 , 48 ( 1 ): 9 - 26 .

SEDEH F B , ULLUM A G , CHRISTENSEN K B , et al . Evaluation of health education based on pictograms and video sequences in the prevention of hand eczema among hospital cleaners: A cluster-randomised controlled trial with 24 Weeks follow-up [J ] . Contact Dermatitis , 2025 , 92 ( 5 ): 367 - 379 .

Sheng W. , Dong Y. , Liang C. , et al . ( 2023 ). Reform of logistics service management in large public hospitals—“Six-ization” as the core . Health Economics Research , 40 ( 7 ), 82 - 85 .

Shi H. , Zhang Y. , Luo M. , et al . ( 2023 ). Current situation and countermeasures of medical services in a stomatological hospital in Jiangsu based on service quality gap model . Journal of Nanjing Medical University (Social Sciences) , 23 ( 6 ), 573 - 578 .

SHIEH J I , WU H H , HUANG K K . A DEMATEL method in identifying key success factors of hospital service quality [J ] . Knowledge-Based Systems , 2010 , 23 ( 3 ): 277 - 282 .

TOLERA S T , ASSEFA N , GOBENA T , et al . Co-occurrence of occupational outcomes and associated factors among hospitals cleaners, eastern Ethiopia: A cross sectional study [J ] . BMC Public Health , 2024 , 24 : 3108 .

VAN IWAARDEN J , VAN DER WIELE T , BALL L , et al . Perceptions about the quality of web sites: A survey amongst students at Northeastern University and Erasmus University [J ] . Information & Management , 2004 , 41 ( 8 ): 947 - 959 .

WANG W T , REN J P , ZHOU F C , et al . Research on the key driving factors of service quality based on future community health scenarios sampled with Hangzhou [J ] . Chinese Health Service Management , 2025 , 42 ( 2 ): 146 - 149 .

Wu Y. , Kong Y. , Dong T. , et al . ( 2024 ). Research on the construction and application of digital academic service quality evaluation model in university libraries . Researches in Library Science , 6 , 61 - 69 . https://doi.org/10.15941/j.cnki.issn1001-0424.2024.06.002 https://doi.org/10.15941/j.cnki.issn1001-0424.2024.06.002

Xu L. , He J. , & Ren L . ( 2021 ). Job satisfaction and influencing factors of logistics staff in four tertiary public hospitals in Shanghai and Nanjing . Chinese Health Resources , 24 ( 5 ), 592 - 596 . https://doi.org/10.13688/j.cnki.chr.2021.201045 https://doi.org/10.13688/j.cnki.chr.2021.201045

Yan Y. , Kong L. , Chen Z. , et al . ( 2023 ). Study on the quality supervision and continuous improvement system of logistics outsourcing service in large public hospitals . Modern Hospital , 23 ( 3 ), 407 - 409 .

Yi H. , Cao Z. , Chen M. , et al . ( 2025 ). The construction of public hospital property service satisfaction evaluation system under the background of refined management . Chinese Hospital Architecture & Equipment , 26 ( 10 ), 20 - 24 .

ZHANG X T , FANG S F , JIN Y C , et al . Comprehensive performance evaluation of valuable medical equipment based on cloud modelling and combined weighting methodologies [J ] . Engineering Applications of Artificial Intelligence , 2025 , 154 : 110969 .

Zhang Y . ( 2023 ). Research on property management marketization in modern urban development: Comment on ‘Rights, Cooperation and Marketization — Research on Urban Property Management’ . Modern Urban Research , 5 , 134 .

ZHANG Y C , ZHANG L , ZHANG X , et al . Hospital service quality and patient loyalty: The mediation effect of empathy [J ] . Journal of Business & Industrial Marketing , 2018 , 33 ( 8 ): 1176 - 1186 .

Zhang Z. , Chen F. , & Chen D . ( 2025 ). Exploration of high-quality health governance in the process of Chinese-style modernization . Chinese Health Service Management , 42 ( 1 ), 1 - 5 .

Views

Downloads

CSCD

Alert me when the article has been cited

Submit

Tools

Publicity Resources

Refined management in risk control of extrahepatic laparoscopic instrument handover

Related Author

Xuanxuan Huang

Caihui Yang

Zhenguang Wang

Li Fu

Tianqiang Zhang

Related Institution

Central sterile supply department, Third Affiliated Hospital of Naval Medical University

Operating Room, Third Affiliated Hospital of Naval Medical University

Department of Hepatology, Third Affiliated Hospital of Naval Medical University

⁰