基于患者视角的互联网医院服务质量评价指标体系构建与实证研究

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中图分类号：R197.3 文献标识码：A

ConstructionandEmpiricalResearchonanEvaluationIndexSystemforServiceQualityofInternet HospitalsfromthePatientsPerspec tive/CHEN Guanyun，LI Gang，SHEN Anqi，et al.//Chinese Health QualityManagement，2025，32（10）：11一16

Abstract Objective To construct a patient-perspective-based evaluation index system for the service quality of internet hospitals and promote continuous improvement in their services.Methods Based on the structure-process一 outcome model，the SERVPERF modeland the ES-QUAL model，an evaluation system was established through literaturereview andthe Delphi method.The index weights were determied using the precedence chart method，and the index system was validated through a questionnaire survey.ResultsThe patient-perspective-based evaluation index system for the service qualityof internet hospitals included 3primary indicators，7secondaryindicators，and 22 tertiary indicators.Operationaleficiency，medical costs，and systemqualitywere indicators with relatively high patient satisfaction，while serviceresponsiveness receivedalower score.Users proficiencyin using internet hospitals was positivelycorrelated with service quality，particularly among users aged 5Oand above.ConclusionThe evaluation index system constructed inthis studydemonstrates acertaindegreeof scientificvalidityand feasibility，providinganevaluation tool for optimizing the service quality of internet hospitals.

Keywords Internet Hospital；Service Quality；Evaluation System；Patient Perspective

First-authorsaddress Tongji Hospital， Tongji Medical College， Huazhong University of Science and Technology， Wuhan，Hubei，430030，China

近年来，物联网、人工智能、云计算等信息技术的发展逐步推动医疗行业变革[1]。（剩余9763字）