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第3期 总第128期 南京医科大学学报（社会科学版）京医科大学学报（社会科学版） ·
南
2025年6月 Journal of Nanjing Medical University（Social Sciences）of Nanjing Medical University（Social Sciences） · 299
Journal
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响因素研究——以X市妇产医院为例［D］. 石家庄：河 （本文编辑：姜 鑫）
Research on the homogeneity evaluation of medical service quality
across multi⁃campus hospitals based on the SERVQUAL⁃IPA model
1
1
CHEN Jiabao ，LIU Huan ，PENG Qinghe 2
1. School of Pharmaceutical Economics and Management，2. College of Humanities and International Exchange，Anhui University
of Traditional Chinese Medicine，Hefei 230012，China
Abstract：In the context of high ⁃ quality development，this study aims to enhance the standardized
development of medical service quality across multi⁃campus hospitals. We conducted an analysis on the medical
service quality and its influencing factors across three campuses of a top ⁃ tier public tertiary hospital. By
adopting the SERVQUAL model，we designed a survey based on six dimensions：reliability，assurance，
responsiveness，empathy，tangibles，and affordability. Multiple regression analysis was applied to identify the
influencing factors of the quality gap in medical services among different hospital campuses. Furthermore，the
IPA quadrant chart was used to present patients’expectations and perceptions of medical service quality across
various dimensions，reflecting the distribution of importance. The results show that individual characteristics of
hospitalized patients affect satisfaction ratings，and there are significant overall differences in medical service
quality among different campuses，with considerable variation among 28 specific indicators. The IPA quadrant
analysis further indicates that many of improvement priorities are shared across different campuses. The study
demonstrates that the SERVQUAL model is applicable for this evaluation research. However，a gap still exists
between the current medical service quality provided by each hospital campus and patients’expectations，
indicating the need for quality improvement to achieve homogeneous development.
Key words：SERVQUAL model；IPA；public hospitals；quality of health services；expectation；perceive；gap
