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目的调查无偿献血服务质量对北京市民参加无偿献血意向的影响程度,以进行有针对性的献血服务管理,促进市民自愿无偿献血的意向。方法自行设计调查问卷,对北京市1031名献血与922名未献血的公民做现场和Email问卷调查,了解其无偿献血意向与对采血服务的评价及满意度,做市民献血意向与服务评价、献血者与非献血者服务质量评价比较、市民是否愿意多次献血与采供血机构人员的服务态度关系、市民是否愿意多次献血与采血环境的关系等分析。结果献血意向与献血服务评价之间存在明显相关性,其中“尊重献血者”尤为重要(r=0.23),采供血机构人员的服务态度与市民是否愿意多次献血显著相关(χ(22,1280)=24.787,P<0.05),采血环境与市民是否愿意多次献血显著相关(χ(22,1269)=23.579,P<0.05)。结论献血服务质量直接影响着市民献血的意向;为献血者提供友善、周到、专业的服务品质可促进自愿无偿献血率的提高、确保血液安全。
Objective To investigate the impact of the service quality of unpaid blood donation on the willingness of Beijing citizens to participate in voluntary blood donation so as to conduct targeted blood donation service management and promote the voluntary voluntary blood donation. Methods The survey questionnaire was designed by ourselves to conduct on-site and email survey of 1031 blood donors and 922 non-blood donors in Beijing to understand their intention of unpaid blood donation and the evaluation and satisfaction of blood sampling services, to evaluate the intention and service of blood donation, donate blood Comparison of service quality between non-donors and non-donors, whether citizens are willing to donate blood and blood donors and blood donors service attitude, whether the public is willing to donate blood and blood collection environment analysis. Results There was a significant correlation between the intention to donate blood and the evaluation of blood donation service. Among them, “respecting blood donors” was especially important (r = 0.23). The service attitude of blood donors was significantly related to whether the citizens were willing to donate blood many times (χ (22 , 1280) = 24.787, P <0.05). There was a significant correlation between the blood collection environment and the willingness of citizens to donate blood several times (χ (22,1269) = 23.579, P <0.05). Conclusion The service quality of blood donation directly affects citizens’ intention of donating blood. Providing friendly, considerate and professional service to blood donors can promote voluntary blood donation rate and ensure blood safety.