基于Servqual模型构建血透中心护理服务质量评价量表的信效度研究(1)
[摘要] 目的 基于Servqual模型构建血透中心护理服务质量评价量表，并检验其信效度。 方法 2018年10月～2019年3月5个省市13家医院的15名专家通过德尔菲法构建血透中心护理服务质量评价量表，于2019年1～3月采用方便抽样的方法对贵州省人民医院、清镇市第一人民医院和贵阳市花溪区人民医院342例血透患者进行量表调查，使用项目分析、内容效度、结构效度和Cronbach′s α系数检验信效度。 结果 量表共包含7个维度37个指标，项目分析结果显示各指标具有较好的鉴别力;总量表的内容效度指数为0.971，各指标内容效度指数在0.800～1.000之间;分层因素分析结果显示各维度解释变异量均>60%，因素负荷值均>0.60;Cronbach′s α系数为0.975，重测信度为0.981。结果显示该量表有较好信效度。 结论 基于Servqual模型构建的血透中心护理服务质量评价量表有较好信度和效度，能作为评价血透中心护理服务质量的工具。
[关键词] Servqual模型;血液透析;服务质量;信效度
[中图分类号] R473.5 [文献标识码] A [文章编号] 1673-7210(2020)03(a)-0176-05
[Abstract] Objective To test its reliability and validity，the service quality evaluation scale of hemodialysis center was constructed based on Servqual model. Methods From October 2018 to March 2019， the evaluation scale of nursing service quality in hemodialysis center was constructed by 15 experts from 13 hospitals in 5 provinces and cities through Delphi method. From January to March 2019， 342 hemodialysis patients in Guizhou Provincial People′s Hospital， Qingzhen First People′s Hospital and Guiyang Huaxi District People′s Hospital were investigated by convenient sampling. The reliability and validity were tested by item analysis， content validity， structure validity and Cronbach′s α coefficient. Results The scale contains 37 indicators of seven dimensions， and the results of item analysis show that the indicators have good discrimination. The content validity index of the total scale was 0.971， and the content validity index of each index ranged from 0.800 to 1.000. Stratified factor analysis results showed that the explanatory variance of each dimension was > 60%， and the factor load value was > 0.60. Cronbach′s α coefficient was 0.975， and the retest reliability was 0.981. The results showed that the scale had good reliability and validity. Conclusion The service quality evaluation scale of hemodialysis center based on Servqual model has good reliability and validity and can be used as a tool to evaluate the service quality of hemodialysis center.
[Key words] Servqual model; Hemodialysis; Service quality; Validity and reliability
护理服务质量可全面反映护理人员的知识、技能、态度等，在保证医疗服务效果的同时能满足患者要求，是医院医疗服务质量的重要组成部分[1]。国家也在不断要求改进和提升护理服务质量，其前提就是要采取有效、全面、客观的评价方法，才能有效地采取对应的方法和对策。血透中心与其他科室相比其特殊性在于其技术覆盖面广、专业性强和风险性高，患者也存在基础疾病复杂、病情重、治疗时间长等特点。目前，我国评价血透中心护理服务质量的方法多数从管理者角度出发，局限在對临床护理技术和操作流程等指标上[2]，不能直接反映患者的感知和期望，也就缺乏科学性、系统性和客观性[3-4]。现阶段运用最广泛，可直接、客观、科学地评价服务质量的是基于Servqual模型的评价体系。本研究基于Servqual模型运用科学合理的方法构建血透中心护理服务质量评价量表并评估其信效度，为评价血透中心护理服务质量提供具有良好灵敏度且标准有效的测量工具。, 百拇医药(李雪 周谊霞 李海洋)
[关键词] Servqual模型;血液透析;服务质量;信效度
[中图分类号] R473.5 [文献标识码] A [文章编号] 1673-7210(2020)03(a)-0176-05
[Abstract] Objective To test its reliability and validity，the service quality evaluation scale of hemodialysis center was constructed based on Servqual model. Methods From October 2018 to March 2019， the evaluation scale of nursing service quality in hemodialysis center was constructed by 15 experts from 13 hospitals in 5 provinces and cities through Delphi method. From January to March 2019， 342 hemodialysis patients in Guizhou Provincial People′s Hospital， Qingzhen First People′s Hospital and Guiyang Huaxi District People′s Hospital were investigated by convenient sampling. The reliability and validity were tested by item analysis， content validity， structure validity and Cronbach′s α coefficient. Results The scale contains 37 indicators of seven dimensions， and the results of item analysis show that the indicators have good discrimination. The content validity index of the total scale was 0.971， and the content validity index of each index ranged from 0.800 to 1.000. Stratified factor analysis results showed that the explanatory variance of each dimension was > 60%， and the factor load value was > 0.60. Cronbach′s α coefficient was 0.975， and the retest reliability was 0.981. The results showed that the scale had good reliability and validity. Conclusion The service quality evaluation scale of hemodialysis center based on Servqual model has good reliability and validity and can be used as a tool to evaluate the service quality of hemodialysis center.
[Key words] Servqual model; Hemodialysis; Service quality; Validity and reliability
护理服务质量可全面反映护理人员的知识、技能、态度等，在保证医疗服务效果的同时能满足患者要求，是医院医疗服务质量的重要组成部分[1]。国家也在不断要求改进和提升护理服务质量，其前提就是要采取有效、全面、客观的评价方法，才能有效地采取对应的方法和对策。血透中心与其他科室相比其特殊性在于其技术覆盖面广、专业性强和风险性高，患者也存在基础疾病复杂、病情重、治疗时间长等特点。目前，我国评价血透中心护理服务质量的方法多数从管理者角度出发，局限在對临床护理技术和操作流程等指标上[2]，不能直接反映患者的感知和期望，也就缺乏科学性、系统性和客观性[3-4]。现阶段运用最广泛，可直接、客观、科学地评价服务质量的是基于Servqual模型的评价体系。本研究基于Servqual模型运用科学合理的方法构建血透中心护理服务质量评价量表并评估其信效度，为评价血透中心护理服务质量提供具有良好灵敏度且标准有效的测量工具。, 百拇医药(李雪 周谊霞 李海洋)