摘要目的? 探讨基于服务质量差距(service quality,SERVQUAL)模型的管理对肿瘤外科护理服务质量的影响.方法? 采用便利抽样法,2016年1月—2017年10月,选取浙江省温岭市第一人民医院肿瘤外科收治的240名患者为研究对象.将2016年1—10月收治的120例患者设为对照组(实施前),将2017年1—10月(实施后)收治的患者设为观察组.对照组采取肿瘤外科常规护理干预,观察组实施基于SERVQUAL模型的管理.采用SERVQUAL量表评价干预的效果.结果? 观察组患者的SERVQUAL量表中有形性、可靠性、反应性、保证性、移情性维度期望值与感知值差值均低于对照组,差异有统计学意义(P＜0.05).两组患者护患纠纷发生率差异无统计学意义(P＞0.05).结论? 基于SERVQUAL模型的管理有利于发现肿瘤外科护理服务的不足,了解患者护理需求,并针对性予以改进,消除患者对护理服务期待值与感知值的差距,具有指导意义.

abstractsObjectiveTo explore the effects of management based on service quality model on nursing service quality in the tumor surgery. Methods? From January 2016 to October 2017, we selected 240 patients of the tumor surgery in the First People's Hospital of Wenling of Zhejiang Province by convenience sampling. A total of 120 patients treated form January 2016 to October 2016 were set in control group (before implementation), and patients form January 2017 to October 2017 (after implementation) were set in observation group. Control group carried out routine nursing intervention of tumor surgery. Observation group received management based on service quality model. The intervention effects were evaluated with the SERVQUAL scale. Results? Among patients in observation group, the differences between expected value and perceived value in tangibility, reliability, reactivity, assurance as well as empathy dimension were lower than those in control group with statistical differences (P＜0.05). There were no statistical difference in the incidence of nurse-patient disputes among patients between two groups (P＞0.05). Conclusions? Management based on service quality gap model is propitious to find the deficiency in nursing service of tumor surgery, understand patients' needs, carry out targeted improvement, eliminate the difference between expected value and perceived value of patients for nursing service being with instructional significance.