Message Board

Respected readers, authors and reviewers, you can add comments to this page on any questions about the contribution, review,        editing and publication of this journal. We will give you an answer as soon as possible. Thank you for your support!

Name
E-mail
Phone
Title
Content
Verification Code
x Close Forever Close
Volume 29 Issue 6
. 
Turn off MathJax
Article Contents
Article Navigation >  Journal of Pharmaceutical Practice and Service  > 2011  >  29(6): 464-466

CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
Citation: CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
shu

Application of servqual assessment in quality of pharmaceutical services for outpatients

  • Department of Pharmacy, Zhejiang Hospital, Hangzhou 310013, China

  • Received Date: 2011-05-21
  • Rev Recd Date: 2011-10-08
  • Objective To explore the application of servqual method in quality assessment of pharmaceutical services for outpatients, and investigate the main problems in the pharmaceutical services. Methods The servqual table was designed, and used as a questionnaire which to investigate the quality of services. One hundred and fifty-seven outpatients in a Grade 3 Level A hospital were investigated. Results Expected service demanded by patients in the reliabity, responsiveness, assurance、 empathy and materiality of servqual table scored 4.55, 4.36, 4.01, 4.18 and 4.31 respectively, and perceived service scored 4.44、4.29、3.79、4.21 and 4.33 respectively. The SQs of materiality and empathy were positive value. The SQs of responsiveness, reliability and assurance were negative value. Conclusion The recruited hospital did a good job in such aspects as materiality, empathy and responsiveness of pharmaceutical services, but reliabity and assurance need to be further improved. The servqual table was an objective and comprehensive method to evaluate the quality of pharmaceutical services which was good for improvement of pharmaceutical services' quality.
  • [1] 董 军. 病人满意度评价中的错误与纠正[J]. 中国医院管理, 2008, 28(11): 43.
    [2] 丁玉峰,李 瑛,杜 光.SER QUA L改进量表评价门诊感知药学服务质量的实证研究[J].中国药师,2008,28(11):24.
    [3] 李连新, 史琪荣, 赵汉臣. 用系统工程原理优化门诊药房服务质量[J]. 中国药房, 2008, 19(28): 2201.
    [4] 孙华君, 栾智鹏, 陈盛新. 医疗机构药房如何营销药学服务[J]. 药学实践杂志, 2010, 28(5): 396.
  • 加载中
通讯作者: 陈斌, bchen63@163.com
  • 1. 

    沈阳化工大学材料科学与工程学院 沈阳 110142

  1. 本站搜索
  2. 百度学术搜索
  3. 万方数据库搜索
  4. CNKI搜索
Get Citation
PDF
XML

Article Metrics

Article views(3199) PDF downloads(152) Cited by()

Related
Proportional views

Application of servqual assessment in quality of pharmaceutical services for outpatients

  • Department of Pharmacy, Zhejiang Hospital, Hangzhou 310013, China
  • Received Date: 2011-05-21
  • Rev Recd Date: 2011-10-08

Abstract: Objective To explore the application of servqual method in quality assessment of pharmaceutical services for outpatients, and investigate the main problems in the pharmaceutical services. Methods The servqual table was designed, and used as a questionnaire which to investigate the quality of services. One hundred and fifty-seven outpatients in a Grade 3 Level A hospital were investigated. Results Expected service demanded by patients in the reliabity, responsiveness, assurance、 empathy and materiality of servqual table scored 4.55, 4.36, 4.01, 4.18 and 4.31 respectively, and perceived service scored 4.44、4.29、3.79、4.21 and 4.33 respectively. The SQs of materiality and empathy were positive value. The SQs of responsiveness, reliability and assurance were negative value. Conclusion The recruited hospital did a good job in such aspects as materiality, empathy and responsiveness of pharmaceutical services, but reliabity and assurance need to be further improved. The servqual table was an objective and comprehensive method to evaluate the quality of pharmaceutical services which was good for improvement of pharmaceutical services' quality.

CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
Citation: CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
shu

    HTML

Reference (4)

Catalog

    版权所有：《药学实践与服务》编辑委员会

    Supervisor & Sponsors: Address: No 325 Guohe Road, ShanghaiPost Code: 200433

    Tel: （021）81871324,81871397 E-mail: yxsjzzs@163.com

    网站备案号 沪ICP备05003363号-1

    Supported by: Beijing Renhe Information Technology Co., Ltd.  

    /

    DownLoad:  Full-Size Img  PowerPoint
    Return
    Return