Department of Nursing, Zhejiang Hospital, Hangzhou, China.
Department of Acupuncture, Zhejiang Hospital, Hangzhou, China.
PeerJ. 2024 Nov 12;12:e18281. doi: 10.7717/peerj.18281. eCollection 2024.
In the context of global population aging and the rapid development of information technology, the demand for Internet Plus Home Care Nursing (Internet+ HCN) services have been on the rise, especially in China. Internet+ HCN services have the potential to maximize existing human resources to counter the shortage of medical healthcare services. However, at present, Internet+ HCN services are difficult to scale due to the lack of standardized service quality governance. Quality indicators for service evaluation of Internet+ HCN services are under-defined.
To develop a quality indicator system for evaluating Internet+ HCN services, and to shed theoretical light on assessing mHealth service quality from a user experience perspective.
An initial quality indicator system was established based on scenarios related to Internet+ HCN services. The Delphi Method was applied to modify the indicators according to experts' opinions, and the analytic hierarchy process (AHP) was applied to calculate the indicator weight. Finally, a quality indicator system for evaluating Internet+ HCN services was developed based on the SERVQUAL model.
Altogether, 17 experts from relevant fields such as nursing education, clinical nursing, health management, and health informatics were consulted through email surveys. The response rates in both rounds of Delphi and the AHP were 100%. The average expert authority coefficients were 0.912 and 0.925 respectively in the two rounds of Delphi. Kendall's W, indicating variation coefficients, ranged from 0.262 to 0.265. Finally, a quality indicator system for evaluating Internet+ HCN services, comprising five primary indicators and 15 secondary indicators, was developed. Primary indicators and their AHP generated the following weights: assurance (0.245), reliability (0.240), tangibles (0.192), responsiveness (0.190), and empathy (0.132).
By measuring the services quality gap between user expectations and perceptions, the proposed SERVQUAL model-based quality indicator system shows potential in improving the quality of Internet+ HCN services through the perspective of user experiences.
在全球人口老龄化和信息技术快速发展的背景下，互联网+居家护理（Internet+ HCN）服务的需求不断增长，尤其是在中国。互联网+ HCN 服务有可能最大限度地利用现有人力资源来弥补医疗保健服务的短缺。然而，目前由于缺乏标准化的服务质量治理，互联网+ HCN 服务难以规模化。互联网+ HCN 服务的服务评价质量指标尚未明确定义。
制定互联网+ HCN 服务质量评价指标体系，从用户体验的角度为评估移动医疗服务质量提供理论依据。
基于与互联网+ HCN 服务相关的场景，建立初始质量指标体系。采用德尔菲法根据专家意见修改指标，并采用层次分析法（AHP）计算指标权重。最后，基于 SERVQUAL 模型构建互联网+ HCN 服务质量评价指标体系。
通过电子邮件调查共咨询了护理教育、临床护理、健康管理和健康信息学等相关领域的 17 名专家。德尔菲法两轮和 AHP 的回复率均为 100%。两轮德尔菲法专家权威系数分别为 0.912 和 0.925。肯德尔 W，变异系数范围为 0.262-0.265。最终，构建了一个由 5 个一级指标和 15 个二级指标组成的互联网+ HCN 服务质量评价指标体系。一级指标及其 AHP 生成的权重分别为保证（0.245）、可靠性（0.240）、有形性（0.192）、响应性（0.190）和同理心（0.132）。
通过测量用户期望与感知之间的服务质量差距，基于 SERVQUAL 模型的质量指标体系从用户体验的角度有望通过提高互联网+ HCN 服务质量。
