Optimization of Hospital Property Service Quality Management Based on SERVQUAL Model

This study aims to construct and evaluate an index system for assessing property service quality following the adoption of logistics socialized outsourcing in public hospitals, providing a reference for evaluating the service quality of outsourced property companies. Based on the SERVQUAL model (also known as the gap model) and combined with literature analysis and expert interviews, a preliminary evaluation index system was established. The Delphi expert consultation method and analytic hierarchy process (AHP) were employed to screen the indices according to expert opinions and scoring results. An evaluation system including five first-level indicators of tangibility, reliability, responsiveness, assurance and empathy and 22 second-level indicators was established. The expert authority was high (Cr=0.914), and the opinions were well coordinated (W=0.47, P<0.05). The constructed evaluation index system for property service quality in public hospitals is scientific and feasible, offering a theoretical reference for accelerating the transformation and upgrading of logistics service levels in public hospitals and enhancing their performance evaluation.