Título
Factors influencing information service quality of the information platform of Wenzhou Municipal People's Hospital
Autor
Jiao Lei
Resumo
en
Along with the global trend of informatization, Internet has become a new
mainstream media form following such forms as print media, television and broadcast
media, via which people can access information services. As a country with the
largest number of netizens around the world, China enjoys improving social
information services based on the Internet. With such a large quantity of network
users, it is inevitable for China's hospitals at various levels to provide patients and the
public with information services by setting up their own official websites. This
research investigates the factors affecting the information service quality of Wenzhou
People's Hospital (WZPH) and by means of Delphi method, statistical analysis and
other research methods, formulates the Evaluation Indicator System for the
Information Service Quality of WZPH's Information Platform. The research applies
this system to the empirical research on the information service quality of the
hospital's website and then makes a comparative analysis between the research results
and traffic data of the websites of other hospitals over the same period. Next, the
research identifies the factors affecting the information service quality of WZPH's
website and finds out how the hospital may increase its website users and traffic
through improving its service quality.
This research starts with the determination of the objectives, significance,
research problems, framework, contents and methods of the research. In the following
literature review, the research sorts out papers on hospital websites and theories on
service quality, users' information needs and customer satisfaction in a systematic way.
Based on the literature review as well as expert consultations and theoretical review,
the research determines the approach to examining the information service quality of
WZPH's information platform and works out the initial set of evaluation dimensions
and indicators of the information service function and quality of the hospital's website.
Then, via two rounds of expert consultations, the research figures out the weights of these indicators and further assigns values to each of them. On this basis, the research
establishes a research framework and a comprehensive evaluation model for the
information service quality of WZPH's information platform.
In the end, the research conducts two surveys respectively on the information
service quality of WZPH's information platform before and after its overall revision
by using Hospital Website Information Service Evaluation Form and Virtual User
Questionnaire, and makes a correlation analysis based on the survey results and the
flow data of other hospitals' websites over the same period. The analysis draws a
conclusion that the website of WZPH, as the information platform of the hospital, is
the only carrier to deliver information service, thus playing a vital role in WZPH's
overall service quality. In other words, the website of WZPH affects the hospital's
overall service quality to a large extent. The comprehensive service function of
WZPH's website are important to the quality improvement of the hospital's
information service and directly affect the information service quality, the number of
users as well as utilization rate of the website.