Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model
Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model
- Sterile Supply 2025年4卷第3期
- 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
中图分类号：-
纸质出版：2025-10-15
- Accepted：
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Youli Wang, Yubin Zhang, Anrong Fu, 等. Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model[J]. Sterile Supply, 2025,4(3):198-216.
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.
Youli Wang, Yubin Zhang, Anrong Fu, 等. Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model[J]. Sterile Supply, 2025,4(3):198-216. DOI： 10.11910/j.issn.2791-2043.2025.3.08.
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 (
W
=0.47
P
<
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
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