Moliner Tena M A, Moliner Tena J
Universitat Jaume I. Castellón, Burriana.
Aten Primaria. 1996 Apr 15;17(6):400-6.
To measure the perceived quality of service at a Family Planning Clinic (FPC) in Burriana (Castellón), taking as reference the empirical studies developed in commercial marketing.
A descriptive study based on a survey using a questionnaire adapted from the SERVQUAL and SERVPERF ones, then a multivariant analysis of the data.
Burriana Family Planning Clinic, Castellón.
183 women were interviewed after being attended, of whom 155 (85%) filled out the questionnaire correctly.
The overall quality of service is highly valued (6.1 out of 7 points). Six factors which explained 63.3% of the total variance were identified: high personal attention, little bureaucracy, modern installations and equipment, professionalism and competence of staff, accessibility, reputation and layout. It was also found that the Cronbach alpha coefficients were not acceptable in three factors.
off Marketing proposes that the quality of health service provision must be measured from the user's point of view, i.e. the important question is the perceived quality. Research is still at an experimental stage and the two measuring tools (SERVQUAL and SERVPERF) are still under discussion. The conclusion is that marketing can be adapted perfectly to the needs of health provision, although a line of research to design the appropriate method for measuring the quality of any health service needs to be followed.
以商业营销领域开展的实证研究为参考，评估位于卡斯特利翁省布里亚纳镇的一家计划生育诊所的服务感知质量。
一项描述性研究，采用基于从SERVQUAL和SERVPERF问卷改编而来的调查问卷进行调查，随后对数据进行多变量分析。
卡斯特利翁省布里亚纳镇计划生育诊所。
183名女性在接受服务后接受了访谈，其中155人（85%）正确填写了问卷。
服务总体质量得到高度评价（7分制下得6.1分）。确定了六个解释总方差63.3%的因素：高度的个人关注、较少的官僚作风、现代化的设施与设备、工作人员的专业精神与能力、可及性、声誉与布局。还发现三个因素的Cronbach阿尔法系数不可接受。
营销学提出，必须从用户角度衡量医疗服务质量，即重要的是感知质量。研究仍处于实验阶段，两种测量工具（SERVQUAL和SERVPERF）仍在讨论之中。结论是，营销可以很好地适应医疗服务的需求，不过仍需开展一系列研究以设计出衡量任何医疗服务质量的合适方法。
