Abstract
Objective To explore the status and influencing factors on tumor patients′ evaluation on nursing service quality. Methods The scale of inpatients′ perceived nursing service based on modified Servperf model was used to conduct questionnaire survey on a total of 345 inpatients with cancer. The status of their evaluation on nursing service quality was analyzed, and the influencing factors were analyzed by Pearson correlation analysis and multiple stepwise regression analysis. Results Total scores of perceived nursing service quality of inpatients with cancer were (111.87±17.60) and score index was 81.3%; scores of each dimension from high to low were as follows: score of responsiveness was (36.24±6.85) and score index was 80.5%; score of caring was (31.25±5.26) and score index was 78.1%; score of reliability was (11.23±1.75) and score index was 74.9%; score of assurance was (33.15±3.12) and score index was 73.7%. According to Pearson correlation analysis, ages, education degree, form of paymeng of charges, and family income had negative correlation with patients′ percieved nursing service quality (P<0.05); while perceived health condition, frequency in hospital and length in hospital had positive correlation with patients′ percieved nursing service quality (P<0.05). It was revealed in multiple stepwise regression analysis that ages, education degree, family income, perceived health condition, frequency in hospital and length in hospital were predictive factors of total score of patients′ perceived nursing service quality. Conclusions On the basis of guaranteeing responsiveness and empathy caring, nursing managers in cancer hospitals should give priorities to assurance and reliability in terms of nursing service quality. Moreover, targeted nursing interventions should be given according to influencing factors of nursing service quality. Key words: Tumor patients; Servperf model; Nursing service quality; Cancer hospital
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