Research On Quality Evaluation And Strategy Optimization Of "Internet+Nursing Service" Based On The Perspective Of Service Objects

Objective:1.The SERVQUAL model was used as the theoretical framework to construct a set of"Internet+Nursing Service" quality evaluation scale based on the perspective of service objects and the reliability and validity of the scale were tested in order to provide an evaluation tool for the quality evaluation of "Internet+Nursing Service" in China.2.To investigate the status quo of the expectation and perception of the service objects on the quality of "Internet+Nursing Service".Classify the service quality based on the"Importance/Performance Analysis(IPA)" model in order to reflect the advantages and disadvantages of resource allocation about the service quality management more intuitively which can help us to determine the priority of quality improvement.3.Based on the gap analysis model of service quality this paper explored the root cause of the gap between the service objects’ expectations and perceptions of the quality of "Internet+Nursing Service" and further optimizes the current "Internet+Nursing Service" model.Method:1.With SERVQUAL model as the theoretical framework,the item pool of the"Internet+Nursing Service" quality evaluation scale was drawn up through literature review and field research.22 experts in relevant fields were conducted for two rounds.Modified and screened the items according to the experts’ opinions and the item screening principle of threshold method to form the initial version of the scale.2.We selected patients or family members who made an appointment for"Internet+Nursing Service" from May to August 2022 in Qingdao to conduct a pre survey to investigate their perception of the quality of "Internet+Nursing Service".SPSS 23.0 software was used for statistical analysis.Resolution coefficient method and discrete trend method and correlation analysis method and Cronbach’s a coefficient method were used to screen and optimize the items.The exploratory factor analysis was applied to analyze the potential structure of the scale and explored whether the scale dimension division was reasonable.Then a tentative version of the scale was formed.3.A large sample of patients or family members who made an appointment for"Internet+Nursing Service" from August to November 2022 in Qingdao were selected for formal investigation.Used Cronbach’s a coefficient to evaluate the reliability of the scale.The confirmatory factor analysis was used to verify the theoretical structure of the scale.The measurement performance of the scale was evaluated by convergent validity and differentiated validity.4.According to the formal survey data analyzed the quality status of "Internet+Nursing Service" in Qingdao and analyzed the advantages and disadvantages of resource allocation about current quality management based on the "Importance/Performance Analysis(IPA)"model.Based on the gap analysis model of service quality,this paper explored the root cause of the gap between the service objects’ expectations and perceptions of "Internet+Nursing Service"quality and further optimized the current "Internet+nursing service" model.Result:1.Expert consultation results:the effective recovery rate of the two rounds of questionnaires was 100%,the expert’s judgment basis coefficient was 0.936,the familiarity coefficient was 0.945 and the authority coefficient was 0.941.In the first round of expert consultation,the Kendall harmony coefficients of the importance assignment of the first and second level indicators were 0.187 and 0.122,and the Kendall harmony coefficients of the feasibility assignment were 0.183 and 0.125.In the second round of consultation,the Kendall harmony coefficients of the importance assignment of the first and second level indicators were 0.241 and 0.190,and the Kendall harmony coefficients of the feasibility assignment were 0.218 and 0.166.The χ2 test showed that the difference was statistically significant(P<0.01).Finally,an initial scale of 7 primary items and 33 secondary items was formed.2.Pre-investigation results:there is one item A2 whose t ’test was P>0.05 by the resolution coefficient method so it should be deleted.Exploratory factor analysis was carried out on the retained 32 items and there were 7 common factors being extracted.The cumulative variance contribution rate of the 7 common factors was 89.198%.After rotation,each objective factor loading was greater than 0.5.3.Official survey results:The Cronbach’s a coefficient of the scale was 0.945 and the confirmatory factor analysis results showed that:χ2/df=1.269,RMSEA=0.025,RMR=0.037,NFI=0.957,CFI=0.991,IFI=0.991,TLI=0.989,PGFI=0.777,PNFI=0.855 all of them met the standard so the fit of the model was good.The AVE of the seven dimensions was 0.757-0.775,the CR was 0.904-0.963 and the standard factor load of each measurement item was 0.849-0.899 so they all met the standard.The scale had good aggregate validity.The absolute value of the correlation coefficient between each dimension was less than 0.5 and less than the arithmetic square root of the AVE.The discriminant validity of the scale was good.The reliability and validity of the whole scale were good.4.Status quo of service quality:the quality of "Internet+Nursing Service"was-0.48 points according to the service quality calculation formula of SERVQUAL model.The quality differences of the 32 items were all negative.Except one item that the appearance design of the online platform of "Internet+Nursing Service" App met the user’s needs the others’differences were all statistically significant(P<0.05).The quality differences of the seven dimensions were also negative and the differences were all statistically significant(P<0.05).It can be seen that the quality of "Internet+Nursing Service" had not yet reached the satisfaction level of service objects and the service quality needed the attention of service institutions and needed continuous quality improvement.Conclusion:1.The development of "Internet+Nursing Service" quality evaluation scale based on the perspective of service objects was scientific,rigorous,reliable and valid.It can be used as the current "Internet+Nursing Service" quality evaluation tool.2.At present,the quality of "Internet+Nursing Service" is not good so there is a large space for improving service quality.The quality of "Internet+Nursing Service" needs to be paid more attention and needs to be improved continuously.