摘要目的：调查兰州地区神经内科护士一般自我效能感水平及患者对其护理服务的满意程度，并分析一般自我效能感与护理服务质量两者之间的相关性。方法使用一般自我效能感量表调查兰州地区5家三级甲等医院的325名神经内科护士，采用Servqual量表调查421例神经内科住院患者。结果兰州地区神经内科护士一般自我效能感分值明显低于平均水平（U=－9.875，P=0.042）；神经内科护理服务质量得分从高到低为可靠性、有形性、保证性、响应性、费用可接受性及移情性，分别为-（0.12±0.05）、-（0.23±0.03）、-（0.24±0.06）、-（0.25±0.02）、-（0.26±0.05）、-（0.66±0.03）分。满意度从高到低依次为：保证性（89.98%）、可靠性（89.69%）、响应性（89.12%）、有形性（87.66%）、费用可接受性（87.08%）和移情性（86.67%）。满意度与期望和感知服务质量各维度之间均呈正相关，与感知服务质量之间相关性更高。一般自我效能感与护理服务质量在可靠性、保证性、响应性、移情性4个维度上均存在正相关（P值依次为0.002、0.001、0.012、0.005）。结论兰州地区神经内科护士自我效能偏低，患者对护理服务质量的感知均未超过其期望值，医院管理者应采取措施提高护理人员一般自我效能感，进而提升护理服务质量。

abstractsObjective To understand the current situation of neurology nurses′self-efficacy and quality of nursing services in Lanzhou area, and explore the relationship between self-efficacy and the quality of nursing services. Methods Using the method of questionnaire, one hundred and the neurology nurses and hospitalized patients in 5 Grade 3 Level hospitals of Lanzhou city were investigated by using self-efficacy scales and Servqual scales. Results Neurology nurses′ self-efficacy in Lanzhou area was lower than the general population ( U=-9.875,P=0.042);the scores of quality of care from high to low were at reliability, tangibles, assurance, responsiveness, cost acceptability and empathy, which were-(0.12 ± 0.05) points,-(0.23 ± 0.03) points,-(0.24 ± 0.06) points,-(0.25 ± 0.02) points,-(0.26 ± 0.05) points,-(0.66 ± 0.03)points.Satisfaction arranged from high to low were assurance (89.98%), reliability (89.69%), responsiveness (89.12%), tangibles (87.66%), cost acceptability (87.08%), empathy (86.67%).There were positive correlations between satisfaction and expectations and perceived service quality, and the correlation between satisfaction and perceived qualities of service was higher. Moreover, there might exist positive correlation between self-efficacy score and quality of nursing services (reliability, assurance, responsiveness, empathy) (P values were 0.002, 0.001,0.012 and 0.005). Conclusions Neurology nurses in Lanzhou area have lower self-efficacy, and the perceived qualities of care from patients never exceed their expectations. As results, hospital managers should take measures to improve general self-efficacy of nurses, and thus enhance the quality of care.