基于SERVQUAL模型的零售药店药学服务质量评价体系构建 点击下载
论文标题: 基于SERVQUAL模型的零售药店药学服务质量评价体系构建
英文标题:
中文摘要: 目的:为进一步提高零售药店的药学服务质量提供参考。方法:基于SERVQUAL理论构建零售药店药学服务质量评价体系,并以此体系为依据对206例顾客进行问卷调查,分析零售药店的药学服务质量对顾客满意度的影响。结果:结合SERVQUAL量表的有形性、可靠性、响应性、安全性、移情性等5个维度的内涵,可构建出药学服务质量的上述5个一级指标,以及与之分别对应的药店布局、服务环境、服务人员资格、履行承诺、服务及时性、投诉服务、药师审核处方、工作人员专业能力、建立药历档案、售后服务等27个二级指标。经过对206份问卷中的166份有效问卷进行回归分析表明,各维度对零售药店药学服务质量满意度的影响大小依次为可靠性、有形性、安全性、移情性(权重分别为0.359、0.338、0.230、0.159)。结论:应重点确保服务质量的可靠性,从保障服务人员的资格、履行对顾客的承诺等方面入手,以提高顾客的满意度。
英文摘要: OBJECTIVE: To provide reference for further improving pharmaceutical care quality in retail pharmacies. METHODS: Pharmaceutical care quality evaluation system in retail pharmacies was established based on the SERVQUAL theory. And a questionnaire was conducted for 206 customers to analyze the effect of pharmaceutical care quality on consumer’s satisfaction in retail pharmacies based on this system. RESULTS: Base on the tangibility, reliability, responsiveness, security and transference of SERVQUAL scale, the 5 primary indicators of pharmaceutical service quality evaluation model, and related layout, service environment, staff qualifications, commitments, service timeliness, complaints service, pharmacist prescription audit staff professional capacity can be constructed, 27 secondary indicators for medication records, after-sales service, etc. were established. The regression analysis of 166 valid questionnaires among 206 questionnaires showed the effect on pharmaceutical care quality satisfaction in retail pharmacies from small to large was reliability (weight 0.359), tangibility (weight 0.338), security (weight 0.230), and transference (weight 0.159). CONCLUSIONS: Therefore, ensuring the reliability should be focused on in aspects of protecting service personnel qualifications and fulfilling the commitment to the customer to improve customer’s satisfaction.
期刊: 2016年第27卷第28期
作者: 付非,韩艺,冯波
英文作者: FU Fei,HAN Yi,FENG Bo
关键字: SERVQUAL理论;评价体系;药学服务;服务质量;顾客满意度
KEYWORDS: SERVQUAL theory; Evaluation system; Pharmaceutical care; Service quality; Customer’s satisfaction
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