Construction of network contract nursing service quality evaluation index system based on SERVQUAL model

ObjectiveTo construct a scientific and systematic evaluation index system of network contract nursing service quality, and provide reference for patients and their caregivers to objectively evaluate network contract nursing service quality.

MethodsBased on the SERVQUAL model from December 2020 to June 2021, the contents of the evaluation index system of network contract nursing service quality were determined through policy research, literature review, semi-structured interview and expert consultation, and the weight of the index was determined by combining the analytic hierarchy process.

ResultsThe effective recovery rates of the two rounds of expert consultation questionnaires were 100% and 96%, the expert authority coefficient was 0.79 and 0.81, and the Kendall coefficient of concordance was 0.180 and 0.171, respectively, the difference was statistically significant (P < 0.01).The final evaluation index system consisted of 5 first-level indicators, 12 second-level indicators and 34 third-level indicators.

ConclusionsThe evaluation index system of network contract nursing service quality based on SERVQUAL model is scientific and reliable, which can provide a basis for the evaluation and continuous improvement of network contract nursing service quality.