Effects of management based on service quality model on nursing service quality in tumor surgery

Abstract

Objective To explore the effects of management based on service quality model on nursing service quality in the tumor surgery. Methods From January 2016 to October 2017, we selected 240 patients of the tumor surgery in the First People's Hospital of Wenling of Zhejiang Province by convenience sampling. A total of 120 patients treated form January 2016 to October 2016 were set in control group (before implementation) , and patients form January 2017 to October 2017 (after implementation) were set in observation group. Control group carried out routine nursing intervention of tumor surgery. Observation group received management based on service quality model. The intervention effects were evaluated with the SERVQUAL scale. Results Among patients in observation group, the differences between expected value and perceived value in tangibility, reliability, reactivity, assurance as well as empathy dimension were lower than those in control group with statistical differences (P 0.05) . Conclusions Management based on service quality gap model is propitious to find the deficiency in nursing service of tumor surgery, understand patients' needs, carry out targeted improvement, eliminate the difference between expected value and perceived value of patients for nursing service being with instructional significance. Key words: Neoplasms; Service quality gap model; Expected value; Perceived value