服务质量差距模型在高职护理教育服务质量管理中的应用

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英文篇名：Application of Service Quality Gap Model in Quality Management of Vocational Nursing Education 作者：李国平 ; 孙梦霞 ; 姜娜 ; 吴丽文 英文作者：LI Guo-ping;SUN Meng-xia;JIANG Na;WU Li-wen;School of Nursing, Yueyang Vocational and Technical College; 关键词：服务质量差距模型 ; 高职护理 ; 教育服务质量 英文关键词：service quality gap model;;higher vocational nursing;;quality of educational services 中文刊名：YYZJ 英文刊名：Journal of Yueyang Vocational and Technical College 机构：岳阳职业技术学院护理学院; 出版日期：2019-05-30 出版单位：岳阳职业技术学院学报 年：2019 期：v.34;No.137 基金：湖南省”十二五”教育规划一般资助课题“高职院校教育服务质量差距分析与提升策略”(XJK013BZY006) 语种：中文; 页：YYZJ201903003 页数：4 CN：03 ISSN：43-1425/Z 分类号：12-15

摘要

为探讨高职护生对教育服务质量的期望与感知现状,本研究选取2017届完成实习后的应届毕业护生进行教育服务质量的期望和感知问卷调查,应用IPA分析法对教育服务质量的评价指标进行划分。IPA分析得出:结果质量、保证性属于高绩效—高重要性的项目,有形性属于低绩效—高重要性的项目,移情性、可靠性、反应性属于低绩效—低重要性的项目,就业性属于高绩效—低重要性项目。服务质量差距模型能及时了解高职护生培养过程中的问题,提高教师的整体水平等软实力,有助于提高护理人才的质量。
        To explore the expectation and perception status of the quality of education service for higher vocational nursing students, this paper selects fresh graduate nursing students who have completed the internship in 2017 to carry out a questionnaire survey on expectation and perception of educational service quality, and also the evaluation indexes of educational service quality with IPA analysis method are divided. IPA analysis shows that the quality and assurance of results belong to high performance-high importance projects, the tangibility to low performance-high importance projects, the empathy, reliability and responsiveness to low performance-low importance projects, and the employability to high performance-low importance projects. Thus, the service quality gap model can timely grasp the problems in the training process of higher vocational nursing students, improve the overall level of teachers, and also help to improve the quality of nursing talents.

引文

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