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Article Navigation >  Journal of Pharmaceutical Practice and Service  > 2011  >  29(6): 464-466

CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
Citation: CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
shu

Application of servqual assessment in quality of pharmaceutical services for outpatients

  • Department of Pharmacy, Zhejiang Hospital, Hangzhou 310013, China

  • Received Date: 2011-05-21
  • Rev Recd Date: 2011-10-08
  • Objective To explore the application of servqual method in quality assessment of pharmaceutical services for outpatients, and investigate the main problems in the pharmaceutical services. Methods The servqual table was designed, and used as a questionnaire which to investigate the quality of services. One hundred and fifty-seven outpatients in a Grade 3 Level A hospital were investigated. Results Expected service demanded by patients in the reliabity, responsiveness, assurance、 empathy and materiality of servqual table scored 4.55, 4.36, 4.01, 4.18 and 4.31 respectively, and perceived service scored 4.44、4.29、3.79、4.21 and 4.33 respectively. The SQs of materiality and empathy were positive value. The SQs of responsiveness, reliability and assurance were negative value. Conclusion The recruited hospital did a good job in such aspects as materiality, empathy and responsiveness of pharmaceutical services, but reliabity and assurance need to be further improved. The servqual table was an objective and comprehensive method to evaluate the quality of pharmaceutical services which was good for improvement of pharmaceutical services' quality.
  • [1] 董 军. 病人满意度评价中的错误与纠正[J]. 中国医院管理, 2008, 28(11): 43.
    [2] 丁玉峰,李 瑛,杜 光.SER QUA L改进量表评价门诊感知药学服务质量的实证研究[J].中国药师,2008,28(11):24.
    [3] 李连新, 史琪荣, 赵汉臣. 用系统工程原理优化门诊药房服务质量[J]. 中国药房, 2008, 19(28): 2201.
    [4] 孙华君, 栾智鹏, 陈盛新. 医疗机构药房如何营销药学服务[J]. 药学实践杂志, 2010, 28(5): 396.
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Application of servqual assessment in quality of pharmaceutical services for outpatients

  • Department of Pharmacy, Zhejiang Hospital, Hangzhou 310013, China
  • Received Date: 2011-05-21
  • Rev Recd Date: 2011-10-08

Abstract: Objective To explore the application of servqual method in quality assessment of pharmaceutical services for outpatients, and investigate the main problems in the pharmaceutical services. Methods The servqual table was designed, and used as a questionnaire which to investigate the quality of services. One hundred and fifty-seven outpatients in a Grade 3 Level A hospital were investigated. Results Expected service demanded by patients in the reliabity, responsiveness, assurance、 empathy and materiality of servqual table scored 4.55, 4.36, 4.01, 4.18 and 4.31 respectively, and perceived service scored 4.44、4.29、3.79、4.21 and 4.33 respectively. The SQs of materiality and empathy were positive value. The SQs of responsiveness, reliability and assurance were negative value. Conclusion The recruited hospital did a good job in such aspects as materiality, empathy and responsiveness of pharmaceutical services, but reliabity and assurance need to be further improved. The servqual table was an objective and comprehensive method to evaluate the quality of pharmaceutical services which was good for improvement of pharmaceutical services' quality.

CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
Citation: CHENG Min-yu, CHEN Guo-yun. Application of servqual assessment in quality of pharmaceutical services for outpatients[J]. Journal of Pharmaceutical Practice and Service, 2011, 29(6): 464-466.
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