Construction of evaluation index system of nursing service quality in interventional catheterization room based on the service quality gap model
LIU Guixia
LI Xiaohui
WU Huizi
TONG Lili
WANG Yuping
TANG Wenjing
DING Xiufen
YU Meixia
Abstract：Objective To construct evaluation index system of nursing service quality in interventional catheterization rooms based on the service quality gap model.Methods Based on the service quality gap model,the initial draft of the evaluation index system for the nursing service quality of the interventional catheterization room was drafted after literature research and semi-structured interviews.The Delphi method was adopted to revise and determine the index system,and analytic hierarchy process was employed to determine the weight of evaluation indicators at all levels.Results The positive coefficients of the experts in the two rounds of letter consultations were 92.59％and 96.00％respectively,while the expert authority coefficients were 0.908 and 0.940 respectively.Moreover,the Kendall's harmony coefficients of the first-level indicators were 0.285 and 0.282 respectively,and those of the second-level were 0.243 and 0.255 respectively.The final established evaluation system included 6 first-level indicators,namely tangibility,reliability,responsiveness,assurance,empathy and economy,as well as 39 second-level indicators.Conclusion The constructed evaluation indicator system is objective and comprehensive in content,with good scientificity,reliability,and practicability.It can be used for the evaluation and continuous improvement of the nursing quality in related fields.
Keywords：Service quality gap modelInterventional catheterization laboratoryNursing qualityEvaluation indexDelphi method
Publication Date：2025-09-20
Online Publishing Date：2025-10-30(First online date of this platform, not the publication date of the document)
Pages：6( 9575-9580 )