摘要
目的探索从用户维护角度构建医院移动门户综合评价模型。方法以CRM-BSC理论为基础构建评价指标体系,引入云模型构建了医院移动门户综合评价模型,最后选取3个医院官方App进行实证研究,验证模型有效性。结果医院官方App的建设状态虽然较好,但在不同评价维度中表现相差较大。在“用户价值”与“用户感知价值”维度表现良好,但在“用户知识”与“用户互动”维度表现欠佳,需进一步进行优化和完善。结论所构建的综合评价模型可为移动门户提供综合评价标准与工具,研究结果可为医疗机构改善移动门户的服务提供决策支持。
Objective To explore the construction of comprehensive evaluation model of hospital mobile portal from the perspective of user maintenance.Methods The index system was constructed based on CRM-BSC(customer relationship management-the balanced score card)theory.A comprehensive evaluation model of hospital mobile portal was constructed by introducing cloud model.Finally,three hospital official Apps were selected for empirical research to verify the validity of the model.Results Although the construction status of the hospital’s official App is good,it varies greatly in different evaluation dimensions.In the“user value”and“user perceived value”dimension performs well,but in the“user knowledge”and“user interaction”dimension performs poorly,need to be further optimized and improved.Conclusion The comprehensive evaluation model can provide comprehensive evaluation standards and tools for mobile portals,and the research results can provide decision support for medical institutions to improve the services of mobile portals.
作者
翟运开
党阳阳
高盼
路薇
Zhai Yunkai;Dang Yangyang;Gao Pan(School of Management,Zhengzhou University,Zhengzhou,Henan,450001,China;不详)
出处
《中国医院管理》
北大核心
2024年第1期72-77,82,共7页
Chinese Hospital Management
基金
国家社会科学基金项目(21BTQ053)。
关键词
医院移动门户
评价指标体系
云模型
实证研究
hospital mobile portal
evaluation index system
cloud model
empirical research First-author’s address School of Management
Zhengzhou University
Zhengzhou
Henan
