| Objective This article, based on theoretical research, aims to develop a Level-three A Hospital service quality evaluation index system, conduct an on-site study in 10 Level-three A Hospitals in Hunan Province, develop a comprehensive evaluation model and testify its feasibility, and thus to help hospitals improve their service quality evaluation and management.Method This study used literature review, depth interview, questionnaire survey, expert consultation, value curve evaluation and system analysis to construct the Level-three A Hospital service quality evaluation index system. Based on this,10 hospitals from Hunan province were randomly sampled for on-site study on service quality. Epidata 3.0 was used to establish the data bank, and Excel and Spss 13.0 were used to do statistics and analysis. Synthetical scored method was used to construct the comprehensive evaluation model to comprehensively evaluate the hospital service quality of the 10 Level-three A Hospials in Hunan province. And weighted TOPSIS method and synthetic index method were used to testify the result.Result The frame of the constructed hospital service quality evaluation index system includes three dimensions, namely structure dimension, process dimension and result dimension; 10 second-level indexes; 38 third-level indexes and 12 fourth-level indexes.The questionnaires of this study included two rounds of experts consultation.27 questionnaires were distributed in the first round and 27 valid, rating 100%.27 questionnaires were distributed in the second round and 26 valid, rating 96.3%.27 experts were randomly chosen to screen the indexes, including 4 from urology,7 from public health,4 from psychiatry,2 from chronic diseases,3 from management,3 from geriatrics, and 4 from nursing. And among them 19 professors,8 associate professors. The result of coordinate coefficient of expert consultation showed that, in the second-round, the coordinate coefficient in first-level index is w=0.687 (χ2=6.02, P=0.020), second-level index w=0.689 (χ2=19.56, P=0.034), third-level index w=0.570 (χ2=51.28, P=0.043), fourth-level index w=0.688 (χ2=21.36, P=0.027), suggesting that the coordinate coefficient of experts is statistically significant; the coefficient of variation of structure index from the expert consultation is 0.1, process index 0.09, and result index 0.07, suggesting that experts' views fall in with each other generally.The constructed hospital service quality evaluation index system was used to conduct pre-investigation in two randomly sampled Level-three A hospitals, and the result of reliability evaluation:it has a solid inner integrity, the total Cronbach's Alpha is 0.916; structure dimension Cronbach's Alpha is 0.879; process dimension Cronbach's Alpha is 0.856, result dimension Cronbach's Alpha is 0.906; and split-half reliability r=0.801.The constructed evaluation system used expert consultation for the conception, index development and screening and ensured its feasibility and reliability.10 Level-three A Hospitals were randomly sampled, including 3 specialized hospitals,7 comprehensive hospitals, or 3 city-level hospitals and 7 provincial hospitals, or 4 teaching hospitals and 6 affiliated hospitals, to conduct the empirical research.560 questionnaires were distributed to outpatients, and 511 were valid, rating 94.3%; 578 questionnaires for inpatients and 523 were valid, rating 95.1%.452 questionnaires for hospital staff and 432 were valid, rating 95.6%.The result shows that the average scoring of the service quality of the 10 hospitals is 72.6, and one hospital is above 80 and three are lower than 70. The average score of provincial hospitals is 74.7, higher than the 64.7 score of city-level hospitals (t=-2.520,P=0.036); affiliated hospitals 77.1, higher than the 69.7 of teaching hospitals (t=-3.305,P=0.011). And the score of degree of satisfaction of inpatients is 3.96, higher than that of outpatients,3.53; and higher than that of staff,3.52.The hospitals are ranked by synthetical scored method as follows: hospital Number 5,8,9,6,7,1,3,4,10,2; by weighted TOPSIS method: hospital Number 5,8,9,7,1,6,10,4,3,2; and by synthetic index method:hospital Number 7,8,5,6,4,3,6,1,10,2. Rank correlation analysis shows that the Spearman correlation coefficient of the results between synthetical scoring mode and weighted TOPSIS method, and synthetic index method is 0.915,0.818, and P< 0.05, indicating it is statistically significant. The result of the synthetical scoring model and that of synthetic index method and weighted TOPSIS method displays a positive correlation.Conclusion 1. The hospital service quality evaluation index system includes three dimensions, namely structure dimension, process dimension and result dimension; 10 second-level indexes; 38 third-level indexes and 12 fourth-level indexes. The index system has met the basic requirements in feasibility and reliability in measurements, could evaluate the hospital service quality comprehensively and effectively, and is suitable for comprehensive evaluation of hospital service quality.2. Synthetical scoring method was used to construct the comprehensive evaluation model, and then evaluated the total score of each hospital. Weighted TOPSIS method and synthetic index method were used to testify their results, displaying the positive correlation, which proved the constructed comprehensive evaluation model is scientific and feasible.3. The hospitals are ranked by synthetical scored method as follows:hospital Number 5,8,9,6,7,1,3,4,10,2.
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