| 张亚玲,汪晓春.社区医疗卫生服务的体验评价研究[J].包装工程,2021,42(6):184-191, 264. |
| 社区医疗卫生服务的体验评价研究 |
| Study on Experience Evaluation of Community Medical and Health Services |
| 投稿时间：2020-12-02 |
| DOI：10.19554/j.cnki.1001-3563.2021.06.026 |
| 中文关键词: 社区医疗卫生服务 服务体验 评价模型 语义差异法 层次分析法 |
| 英文关键词: community health service service experience evaluation model semantic differential method analytic hierarchy process |
| 基金项目:北京市社会科学基金项目(17YTB011);教育部人文社科基金项目(18YJA760053) |
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| 中文摘要: |
| 目的 从服务设计的视角出发，构建服务接受者对社区医疗卫生服务的体验评价模型，了解其在服务体验过程中对各服务要素的关注程度，为服务设计师和决策者的实践提供参考，通过设计的方法提升服务接受者在社区医疗卫生服务中的体验。方法 利用语义差异法分析服务触点、服务要素和服务接受者主观感受之间的关系，并根据主成分因子的分析结果构建服务接受者对社区医疗卫生服务的体验评价指标体系;研究进一步利用独立样本T检验探究不同年龄层的服务体验者在各项评价指标上的重要性认知差异;最后利用层次分析法计算各项指标权重，完善社区医疗卫生服务体验评价模型。结果 构建了一个包括17项具体指标的社区医疗卫生服务体验评价模型;发现了不同年龄层的服务接受者仅在两项评价指标的感知重要程度上存在显著差异，整体性差异较小。结论 通过梳理研究影响社区医疗卫生服务接受者体验的相关意象，构建了社区医疗卫生服务的体验评价模型，为提升社区医疗卫生服务体验提供了理论依据。 |
| 英文摘要: |
| This study builds a service participants’ experience evaluation model for community health services from the perspective of service design, in order to understand the attention of service recipients to service elements in the experience process. So that it can provide a reference for the practice of service designers and decision makers to improve the experience of service recipients in community health services. Semantic Difference method is used to analyze the relationship between touch points, service elements and subjective feelings of service participants. And the experience evaluation index system of service experience for community health services is constructed according to the analysis results of principal component factors. The independent sample T test was used to explore the cognitive differences of service experience of different age groups in the importance of each evaluation index. Finally, the Analytic Hierarchy Process is used to calculate the weights of each indicator, so as to improve the community health service experience evaluation model. The study constructs a community health service experience evaluation model including 17 specific indicators, and finds that service recipients of different ages only have significant differences in the perceived importance of the two evaluation indicators, and the overall difference was small.By combing the relevant items that affect the experience of service recipients, the experience evaluation model of community health services is constructed, which can provide a theoretical basis for improving the community health service experience. |
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