东北大学学报（自然科学版）

东北大学学报(自然科学版) ›› 2004, Vol. 25 ›› Issue (6): 535-538.DOI: -

• 论著 • 上一篇    下一篇

医疗服务质量的模糊综合评判方法

王恕;汪定伟   

  1. 东北大学信息科学与工程学院;东北大学信息科学与工程学院 辽宁沈阳　110004
  • 收稿日期:2013-06-24 修回日期:2013-06-24 出版日期:2004-06-15 发布日期:2013-06-24
  • 通讯作者: Wang, S.
  • 作者简介:-
  • 基金资助:
    国家自然科学基金资助项目(60084003;70171056)

Comprehensive fuzzy evaluation for medical-care quality

Wang, Shu (1); Wang, Ding-Wei (1)   

  1. (1) Sch. of Info. Sci. and Eng., Northeastern Univ., Shenyang 110004, China
  • Received:2013-06-24 Revised:2013-06-24 Online:2004-06-15 Published:2013-06-24
  • Contact: Wang, S.
  • About author:-
  • Supported by:
    -

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摘要： 以PZB服务质量模型为基础,采用问卷调查和模糊多属性决策法来确定评估医疗服务质量的因素及各指标的权重,并提出医疗服务质量的模糊综合评判模型·调查研究依据4个评估因素以及19个评估指标,发现医疗设备齐全和医疗质量效果是患者最看重的两项指标,表明应用模糊综合评判方法来评估医疗服务质量是可行的,其分析结果可以作为医院改善医疗服务质量的参考·

关键词: 医疗服务质量, 模糊综合评判, 问卷调查, 模糊语意尺度, 模糊多属性决策, PZB模型

Abstract: Based on Parasuraman, Zeithaml, Berry (PZB) model for service quality, a comprehensive fuzzy evaluation model for medical-care quality is presented, of which the performance criteria and criterion weights are both determined by the questionnaire method and fuzzy multiple attribute decision making. It's found that satisfactory medical equipments and good medical-care results are the most important ones among the 19 performance criteria through a 4-factor investigation made to the study. The result proves the feasibility of evaluating medical-care quality with comprehensive fuzzy evaluation method and offers directions for future improvement of hospitals.

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