工业工程

工业工程 ›› 2014, Vol. 17 ›› Issue (4): 103-110.

• 实践与应用 • 上一篇    下一篇

基于SERVQUAL的专业体检机构服务质量测量

  

  1. （北京航空航天大学 经济管理学院，北京 100191）
  • 出版日期:2014-08-30 发布日期:2014-10-17
  • 作者简介:陶然（1989-），男，北京市人，硕士研究生，主要研究方向为服务质量管理.
  • 基金资助:

    国家自然科学基金面上项目（71271019）

A Study on Service Quality Measurement of Professional Physical Examination Based on SERVQUAL


  1. （School of Economies and Management, Beihang University, Beijing100191, China）
  • Online:2014-08-30 Published:2014-10-17

摘要： SERVQUAL量表是服务质量测量最具权威性的基本框架，但其在各具体服务行业的适用性具有局限性。本文将其运用到专业体检机构服务质量的测量当中，进一步发展了SERVQUAL的应用领域。通过文献调研初步提取理论评估指标，基于行业专家的调查结果，对评估指标进行实证遴选。通过对体检者问卷调查结果的信度、效度及因子分析，建立了包括6个维度、28个指标的专业体检机构服务质量测量模型。针对某专业体检机构的应用研究表明，应优先在移情性、专业性、响应性方面改进专业体检服务质量，由单一体检向健康管理方向改进、由单纯经营向专业研究方向改进、由被动接受向主动市场挖掘方向改进。

关键词:  , 专业体检服务； 服务质量； SERVQUAL量表； 探索性因子分析； 验证性因子分析

Abstract: The SERVQUAL model is the most authoritative framework for measuring service quality. However, disputes arise on its applicability with specific service industry. The model is applied to the processional physical examination service so as to develop its application field. Indexes are chosen from literature and further selected by experts in the industry. An evaluation model of professional physical examination (PE) service quality with six dimensions and 28 items is established by using reliability and validity analysis and factor analysis of questionnaires. At last, the application research shows a high priority of improving PE service quality in terms of empathy, profession, and responsiveness. The PE service in the future needs to transfer from single physical examination to health management, from simple operation to professional research, and from passive acceptance to active market development.

Key words:  physical examination, service quality, SERVQUAL scale, exploratory factor analysis, confirmatory factor analysis