Construction of an Evaluation System for Cleaning Service Quality in County-Level Primary Hospitals
DOI:
https://doi.org/10.5281/zenodo.20590850Keywords:
County-level primary hospitals, Hospital cleaning, SERVQUAL model, Cleaning service evaluationAbstract
Objective: To develop an evaluation index system for assessing the cleaning service quality in county-level primary hospitals, providing a basis for further standardizing cleanliness management in these institutions. Methods: Based on the SERVQUAL model, the evaluation index system was determined through literature research and the Delphi method, and the index weights were calculated using the Analytic Hierarchy Process (AHP). Results: The response rates of the two rounds of expert consultation were both 100%, with expert authority coefficients of 0.82 and 0.80 respectively, indicating high expert authority; the Kendall coefficients were 0.213 and 0.314 respectively, showing good consensus among experts. Conclusion: The index system developed in this study demonstrates systematicness and scientificity, serving as an effective evaluation tool to support service quality management in county-level primary hospital cleaning.
References
Ding Honghui, Tan Li, Zhang Yefang, et al. Application and efficacy evaluation of multidisciplinary collaborative cluster-based property management measures in the prevention and control of multidrug-resistant bacteria in ICUs [J]. Chinese Journal of Hospital Infection Diseases, 2025, (17):2566–70.
Sheng Wenxiang, Dong Yuxin, Liang Chaojin, et al. Practice of logistics service management reform in large county-level primary hospitals – with the "six transformations" as the core [J]. Health Economics Research, 2023,40(07):82–85.
Hong Zhisheng, Su Qiang, Huo Jiazhen. A Review and Analysis of the Current State of Service Quality Management Research [J]. Management Review, 2012,24(07):152–163.
JEONG M, OH H. Quality function deployment - A multiple-item scale for measuring consumer perceptions of service quality [J]. International Journal of Hospitality Management, 1998, 17(4): 375–90(16).
Ding Jinfei, Tan Lifeng, Tang Zaixiang, et al. The Delphi method and its application and prospects in the field of public health [J]. Environment and Occupational Medicine, 2012,29(11):727–30.
Mudandan Dan, Xu Xiao, Maxiang Ma, et al. Service performance evaluation of university laboratory animal facilities based on the Analytic Hierarchy Process [J]. Experimental Technology and Management, 2025,42(07):260–267.
Wang Wenge, Zhang Wenwen, Song Xin. Development of a risk assessment system for surgical site infections in ophthalmology using the Delphi method [J]. Nursing Research, 2019,33(24):4232–4235.
Yang Weiguo, Wu Haixiang, Zhang Shuai, et al. Practical research on centralized mechanical cleaning and disinfection of hospital sanitation tools [J]. Modern Hospital, 2025,25(02):230–3.
Song Xiao, Chen Qiulan, Fu Liping. The application effect of a disinfection-oriented bundled management model in the quality control of environmental cleaning and disinfection in ICUs [J]. China Journal of Infection Control, 2024,23(06):742–9.
Li Ying, Li Jianzhong, Li Dandan. The establishment of a hospital cleaning service management system is imperative [J]. China Hospital Directors, 2024,20(05):66–9.