Research On Influencing Factors Of Service Quality Of Remote Consultation Based On Rough Set-IPA Model

With the development of technology of long-distance communication and computer multimedia,telemedicine has developed rapidly,and it has taken a higher proportion in medical services,which has eased the problem of “difficult and expensive medical services” in China to some extent.The tele-consultation as an important part of telemedicine and medical services has provided great support in terms of national policies.At present,the need for deep integration of medical service development and tele-consultation and clinical medicine makes it possible to identify the influencing factors of tele-consultation service quality and provide tele-consultation services.The basis for quality improvement becomes an important and urgent problem to be solved.This thesis takes quality three-link theory,rough set,and IPA model as the theoretical basis,and conducts research on “Establishing the influencing factors of remote consultation service quality and its index system”.Firstly,the influencing factors of tele-consultation service quality are divided into seven dimensions based on the qualitative analysis of “structure-link-result” quality through field research and literature review.It lays the foundation for identifying the important influencing factors below.Then,the importance and satisfaction of the index system were investigated through a questionnaire.In the questionnaire design and data collection,the Henan Telemedicine Center website was used as a platform for investigation.Through pre-survey and exploratory factor analysis,the questionnaire was revised and improved.The importance of the formal survey was analyzed by the rough set and the weight of each indicator was obtained.Finally,an IPA model is established based on index weights and index satisfaction.Based on the distribution of indicators in the model,key influencing factors are identified and corresponding improvement measures are provided.According to index weights,these items’ weight is relatively high: treatment effects,timeliness of consultation arrangements,data transmission,doctor level of upper level hospital,protection of patient privacy,and diagnostic accuracy.For the influencing factors,the three dimensional influencing factors of the pre-clinic consultation consultation process,the consultation service process and the consultation service effect have the highest weighting factors,which are 0.181,0.229,and 0.181 respectively,indicating that these three aspects are the key influencing factors.Through the analysis of the IPA model,the key indicators affecting the quality of teleconsultation services are currently located in the quadrant IV: superior hospital qualifications,timeliness of consultation arrangements,and attitudes of physicians at higher hospitals,staff attitude,consultation and answer,so these are also the key factors affecting the quality of teleconsultation services.This thesis combines theoretical analysis and empirical research to provide theoretical support for the study of teleconsultation service quality,enriches the research on the influencing factors of teleconsultation service quality,and provides a theoretical reference for the improvement of tele-consultation service quality.It has a certain positive significance.