Research On Influencing Factors And Improving Internal Path Of Public Hospital Service Quality Based On The Two Element Matrix Model

With the gradual deepening of medical and health system reform in China,the issue of improving medical service quality has become the focus of social attention.Under this background,relevant departments and social organizations have launched a series of policies and activities to promote the continuous improvement of medical quality.However,the problem of medical service quality has not been paid enough attention in public hospitals,and the quality of service needs to be further improved.Based on this,the purpose of this study is to analyze the factors affecting the quality and the influencing factors of quality improvement of service in public hospitals,and to explore the internal path to improve the quality of public hospital services--the quality improvement strategy at the hospital level,in order to provide some useful references for improving the level of medical quality management in public hospitals.On the basis of literature research on service quality model,quality of service measurement,medical service quality and evaluation,the two element(importance and perception evaluation)matrix model of public hospital service quality is constructed by using logical deduction method,and put forward the hypothesis that the evaluation of the importance of the quality of the service quality of the public hospitals is not completely consistent,the gap of the importance and perceived evaluation of each dimension and index is exist.Based on the two element matrix model,the evaluation scale of the quality of service in public hospitals is developed.On the basis of using the questionnaire to carry out 1256 valid samples,this study carries out the following empirical analysis: using exploratory factor analysis,confirmatory factor analysis and other methods to test the reliability and validity of the scale,using non parameter K correlation sample test and paired T test to verify the research hypothesis.Multiple linear regression analysis was used to analyze the factors influencing the quality of service in the public hospitals.Based on the two element matrix model of the quality of public hospitals,the K-means clustering analysis and descriptive analysis were used to identify the factors for improving the quality of service quality in public hospitals.The results show that the Cronbach’s alpha coefficient of the public hospital service quality assessment scale is more than 0.7,the cumulative variance contribution rate is more than 64%,and the confirmatory factor analysis goodness of fit index is also higher.The evaluation of the importance of all dimensions of the quality of service in public hospitals was inconsistent(P<0.05),and the P values of the dimensions,the importance of the index patients and the perceived evaluation gap were also less than 0.01.The total quality of service in the public hospitals was 4.08,and the degree of trust,the type of service and the degree of education were the main factors affecting the overall and some dimensions of the public hospitals(P<0.001).The 4 final cluster center and the two element matrix model of public hospital service quality promotion factors are divided one by one,and the effect of maintaining factors and problem factors on the improvement of the service quality of public hospitals is significant.Based on the above empirical analysis,the following conclusions can be drawn from this study: the reliability and validity of public hospital service quality evaluation scale is good.The research hypothesis has been effectively tested,and the two element(importance and perception evaluation)matrix model of the public hospital service quality is feasible and reasonable.The quality of service in public hospitals is acceptable.In view of the influencing factors,the following measures are proposed: to improve the patient’s trust,to optimize the outpatient experience,to reduce the high expectation of medical treatment,to care for patients with higher age or economic difficulties.In order to improve the service quality of public hospitals,we should continue to expand the service advantage of maintaining factors and improve the service quality of problem factors as the internal path and quality management strategy.