Application of SERVQUAL scale in the evaluation of nursing service quality in the outpatient and emergency infusion room in tertiary general hospitals

Abstract

Objective To explore the gap of nursing quality between expectation and perception through the application of SERVQUAL in the evaluation of nursing service quality in the outpatient and emergency infusion room in tertiary general hospitals in Shanghai. Methods Totals of 261 patients in the outpatient and emergency infusion room in four tertiary general hospitals in Shanghai were surveyed by the questionnaire based on the service quality gap model according to the five attributes of SERVQUAL formed by combination with the characteristics of emergency and outpatient nursing service. Results The scores of expectation for service quality including tangibles, assurance, reliability, responsiveness and empathy were respectively (4.72±0.58), (4.71±0.63), (4.73±0.63), (4.74±0.64), (4.70±0.64), which were higher than (4.40±0.87), (4.47±0.81), (4.52±0.78), (4.52±0.79), (4.30±1.25) in the scores of perception, and the differences were statistically significant (Z=-6.18, -4.40, -4.41, -4.11, -2.62, respectively; P<0.05). Conclusions There is a gap of nursing quality between the expectation and perception in patients in the outpatient and emergency infusion room, and the nursing managers should take measurements to improve the quality of nursing service and meet the needs of patients. Key words: Quality of health care; Model; Intravenous infusion; SERVQUAL scale