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目的探讨服务质量SERVQUAL模型在骨科护理服务质量测评中应用的可能性及局限性。方法采用基于SERVQUAL模型的护理质量测评量表对100例骨科住院患者进行调查。结果 SERVQUAL模型评价骨科护理服务质量具有良好的信度和效度;五维度的重要性依次为反应性、有形性、保证性、可靠性及移情性。结论 SERVQUAL模型适用于骨科护理质量评价,是一种有效的质量测评方法 ,但实际应用应注意五维度的重要性排序。
Objective To explore the possibility and limitations of the SERVQUAL model for service quality evaluation in orthopedic care. Methods 100 cases of orthopedic inpatients were investigated using the nursing quality evaluation scale based on SERVQUAL model. Results The SERVQUAL model had good reliability and validity in evaluating the quality of orthopedic nursing services. The five dimensions were in order of reactivity, conformity, assurance, reliability and empathy. Conclusion The SERVQUAL model is suitable for the quality evaluation of orthopedic care, which is an effective quality evaluation method. However, the practical application of the SERVQUAL model should pay attention to the sorting of five dimensions of importance.