基于SERVQUAL模型的药学门诊服务质量评价体系构建与实证研究OA

AIM To establish a quality evaluation system for outpatient pharmacy services through a dual approach integrating theoretical development based on the SERVQUAL model and empirical analysis,thereby enhancing service quality and patient health management efficiency,and providing theoretical and practical guidance for the advancement of outpatient pharmacy services.METHODS A 17-item questionnaire including 5 dimensions,namely tangibility,reliability,responsiveness,assurance,and empathy,was designed.A survey was conducted among 256 outpatients at a certain hospital through the distribution and collection of evaluation questionnaires.The study compared the gap between outpatients' perceived and expected service quality to quantitatively assess service performance.SPSS 26.0 and Amos 24.0 were used to conduct reliability and validity tests and paired t-tests to explore the service quality gap and the influence of educational background on patient perceptions.RESULTS The expected values of the 5 dimensions were all higher than the perceived values(P＜0.05).The service quality gaps were reliability(-0.22±0.64),assurance(-0.24±0.72),tangibility(-0.26±0.93),responsiveness(-0.26±0.68),and empathy(-0.33±0.77)from small to large.The scale had good reliability and validity(Cronbach's α＞0.7,KMO＞0.8,variance contribution rate＞70％).CONCLUSION The pharmaceutical outpatient service exhibits systematic deficiencies in emotional care,service efficiency,and environmental facilities.It is recommended to prioritize improvements in these 3 dimensions to enhance the quality of outpatient pharmacy services.Continuous quality improvement could be achieved through measures such as enhancing empathy training for pharmacists,optimizing service processes and facilities,and establishing a standardized quality control system.