Hospital Service Quality Ratings Based On Patients’ Language Evaluation Information

The service has abstract characteristics,which brings challenges to people who want to measure and evaluate their quality.Therefore,the research on service quality evaluation methods has become a hot issue at home and abroad.In the evaluation of hospital service quality,most of them are currently being studied by scholars in the field of medicine,or there are limitations in the field of knowledge.Their research focuses are generally on the construction of evaluation models of hospital service quality.The use of simple statistical analysis method to calculate the average score of the questionnaire to measure patient satisfaction,and thus explain the quality of hospital services,this approach ignores the characteristics of the service is abstract.Optimizing the evaluation method and considering the comprehensive application of the method to evaluate the hospital service quality can provide a new idea for hospital service quality assessment,and make up for the lack of domestic hospital service quality evaluation methods.Based on the SERVQUAL model,this research establishes the evaluation system of hospital service quality from five aspects of tangibility,assurance,reliability,empathy and responsiveness,and divides the evaluation of hospital service quality into outpatient and inpatient.Each section considers the overall service quality of the hospital;combining the triangular fuzzy number with the product scaling method,the language evaluation phrase is transformed into a triangular fuzzy number,which helps to measure the uncertainty of the human subjective concept,and selects the product sign based on the AHP.The degree method determines the weight of the indicator dimension,not only considering the objective importance of the evaluation index but also considering the importance of the patient’s perspective in combination with the measured data.Finally,through empirical research,this study evaluated the service quality of the two hospitals,determined their service quality levels,and verified the practicality of the method.It provides methods and basis for comparing quality of service between hospitals.It provides self-inspection for hospitals,assessment by regulatory agencies,and evaluation by third-party agencies or comparisons by customers,which proves that this study has a certain application value to the evaluation of hospital service quality.