According to statistics of China Internet Network Information Center (CNNIC), the number of Chinese netizens, including Internet users on mobile phones, has reached 1.701 billion, which is the largest number in the world, and this number has been increasing year by years [
In China’s mainland, when patients have medical needs and choose hospitals online, they tend to choose a hospital that has high quality information service on the hospital website. They gain information service on the website and proceed with subsequent medical service accordingly. They usually recommend the website providing good experience of online information service to their families or friends in need of medical service. It can be seen that an advanced hospital information platform with high quality information service can not only bring profits to the hospital but also establish the hospital reputation, and more importantly patients can enjoy high quality information service. Therefore, it is of importance to study factors influencing information service quality of hospital information platforms so as to improve their information service quality.
Research on information service quality of hospital information platforms is firstly carried out on information service quality of hospital information system, such as the measurement of effectiveness of the information system and the study on SERVQUAL scale that is used to measure the service quality of information system [
This study aimed to understand Factors Influencing Information Service Quality of the Information Platform of China Hospital. To achieve this goal a case study and Delphi and Questionnaire methodology were followed. This study will discuss information service quality of hospital information platforms in two aspects—the essence of the information service of hospital information platforms and perception of information service. Then an evaluation system will be established and verified.
To begin with, following the case study method, this study’s object is set within a certain range in order to perform in-depth and comprehensive analysis through dynamic follow-up investigation into them. This study selects the a Hospital Information Platform in China as the object of the case study. Through study design, data collection, data analysis, and study report draft, factors influencing information are sought out as reference for the improvement of service quality of hospital information platforms in China.
Second, Use Delphi and Questionnaire method. In this study Use Delphi, experts in this field are consulted to discuss how to determine or quantify indicators of various dimensions, indicator weights of medical information service quality of information platforms in Chinese hospitals so as to help finish the study [
This study has randomly chosen 101 experts across China to put into the expert bank of consultation object, ranging from professors in management or other disciplines with deputy senior or above titles to information technology experts at hospitals and professional technicians at information technology web design companies. Next, send the initial dimension indicator set to about 20 experts via mobile phones, letters and emails for at least two rounds of consultation to settle the names, categories, quantity and structure of the evaluation system’s dimension indicators. Each round of consultation randomly chooses experts among the 101 consultation objects to send consultation forms, See Figure
Statistics of Status of Consultation Experts.
The expert difference coefficient Q indicates the difference of expert opinion. This variable coefficient demonstrates different degree of expert recognition of the evaluated indicators. The smaller the variable coefficient is, the less the difference of expert opinion is. Calculation equation of variable coefficient:
In the equation, Qi refers to the variable coefficient of indicator i, si standard deviation and vi weighted arithmetic mean. In the two rounds of expert consultations, 45 consultation forms were sent out, and 40 valid feedbacks were collected. The effectiveness of the two rounds of consultations was 86%, both of which were higher than 60%.18 dimensional indicators’ difference coefficients in the first round are over 0.25, and all these 18 dimensions have been adjusted accordingly; while the difference coefficients of 73 dimensional indicators are all between 0.08-0.24 (less than 0.25). In the second round, only one dimension’s difference coefficient is bigger than 0.25, which has been modified, and the difference coefficients of 72 dimensional indicators are all between 0-0.24 (less than 0.25).
In summary, The expert authority degree is 0.846. In the Delphi Method, when the expert authority degree >0.7 it can be seen as relatively high. Hence, the expert authority degree in this round of expert consultation is quite good. Experts have given positive responses to the dimension structure of the indicator system in this thesis quite unanimously, which demonstrates that both the first and second round of research have been recognized by consultation experts as scientific and rational. The attributes, dimensions and indicators of the information service evaluation system of a Hospital Information Platform in China have been identified. According to Their respective arithmetic averages are less than 3, which does not reach the predetermined indicator of consistency. After two rounds of questionnaires, the old indicators are eliminated to construct new indicators. Based on the above indicators, this thesis has developed it into Figures
Theoretical Research Platform of Information Service Quality of a Hospital Information Platform in China (Formal Version).
Dimension Structure of Information Service Quality Indicator System of a Hospital Information Platform in China (Final Version).
Through the Delphi method, this thesis conducts two rounds of expert consultation and discussion according to the importance of the dimensional indicators of information service evaluation system of a Hospital Information Platform in China. The consultation form is basically the same as the one constructed in the information service evaluation system in the hospital information platform. The difference lies in that the consulting content is changed into the 4 initial weight schemes and the experts can either choose a scheme from the above four schemes or propose their own ones. If the experts do not have a unified opinion after the first round of consultation, the author can merge and sort out the four schemes and the schemes put forward by experts in the first round.
Through the first and second rounds of expert consultation, the final weight distribution scheme is determined. The combined weight values of secondary and tertiary indicators are obtained through multiplication. The combined weight values of the secondary indicators are obtained by Equation (
Indicator Combined Weight Values of Information Service Evaluation System of a Hospital Information Platform in China.
(1) distribution scheme of primary indicators | |||
No. | Evaluation Indicator | Scheme 4 | Weight value |
1 | Functional quality attribute of website information service | 70 | 0.7 |
2 | Supporting attribute of website information service | 30 | 0.3 |
Total | 1 | ||
(2) distribution scheme of secondary indicators | |||
No. | Evaluation Indicator | Scheme 3 | Combined weight value |
1.1 | Dimension of online medical information services | 35 | 0.245 |
1.2 | Dimension of online medical service information | 30 | 0.21 |
1.3 | Dimension of online interactive information | 20 | 0.14 |
1.4 | Dimension of digital media service information | 15 | 0.105 |
No. | Evaluation Indicator | Scheme 2 | Combined weight value |
2.1 | Dimension of resource quality of information service | 40 | 0.12 |
2.2 | Dimension of resource administration of information service | 30 | 0.09 |
2.3 | Dimension of information service technology | 15 | 0.045 |
2.4 | Dimension of information construction | 15 | 0.045 |
Total | 1 | ||
(3) distribution scheme of tertiary indicators | |||
No. | Evaluation Indicator | Scheme 1 | Combined weight value |
1.1.1 | Hospital profile | 10 | 0.0245 |
1.1.2 | News and bulletin | 7 | 0.01715 |
1.1.3 | Introduction of hospital experts | 7 | 0.01715 |
1.1.4 | Introduction of departments | 5 | 0.01225 |
1.1.5 | Publicity of medical events | 5 | 0.01225 |
1.1.6 | Special medical treatment | 5 | 0.01225 |
1.1.7 | Emergency service and outpatient service hour | 10 | 0.0245 |
1.1.8 | Treatment guidelines | 10 | 0.0245 |
1.1.9 | Device introduction | 10 | 0.0245 |
1.1.10 | Accompanying services | 4 | 0.0098 |
1.1.11 | Medical insurance information | 5 | 0.01225 |
1.1.12 | Charging standard notes | 5 | 0.01225 |
1.1.13 | Handy Services | 5 | 0.01225 |
1.1.14 | Appointments and registration by phone | 6 | 0.0147 |
1.1.15 | Contact information | 6 | 0.0147 |
No. | Evaluation Indicator | Scheme 4 | Combined weight value |
1.2.1 | Signing in service | 25 | 0.0525 |
1.2.2 | Online appointment and registering | 35 | 0.0735 |
1.2.3 | Examination results query | 25 | 0.0525 |
1.2.4 | Online complaint | 10 | 0.021 |
1.2.5 | Virtual hospital | 5 | 0.0105 |
No. | Evaluation Indicator | Scheme 4 | Combined weight value |
1.3.1 | Online advisory | 30 | 0.042 |
1.3.2 | E-mail advisory | 10 | 0.014 |
1.3.3 | Text message advisory | 10 | 0.014 |
1.3.4 | Online medical service | 30 | 0.042 |
1.3.5 | BBS | 15 | 0.021 |
1.3.6 | Online message board | 5 | 0.007 |
No. | Evaluation Indicator | Scheme 2 | Combined weight value |
1.4.1 | Disease knowledge | 15 | 0.01575 |
1.4.2 | Popular science | 15 | 0.01575 |
1.4.3 | Multimedia video | 7.5 | 0.007875 |
1.4.4 | Medical policy | 15 | 0.01575 |
1.4.5 | Medical education | 7.5 | 0.007875 |
1.4.6 | Drug usage | 15 | 0.01575 |
1.4.7 | Academic database | 12.5 | 0.013125 |
1.4.8 | Hospital E-journal | 12.5 | 0.013125 |
No. | Evaluation Indicator | Scheme 2 | Combined weight value |
2.1.1 | Readability | 20 | 0.024 |
2.1.2 | Accuracy | 30 | 0.036 |
2.1.3 | Completeness | 20 | 0.024 |
2.1.4 | Information source | 30 | 0.036 |
No. | Evaluation Indicator | Scheme 4 | Combined weight value |
2.2.1 | Copyright | 35 | 0.0315 |
2.2.2 | Qualification licenses for website operation | 25 | 0.0225 |
2.2.3 | Author’s identity | 10 | 0.009 |
2.2.4 | Title marking | 10 | 0.009 |
2.2.5 | Accessibility of resource | 10 | 0.009 |
2.2.6 | Release date | 10 | 0.009 |
No. | Evaluation Indicator | Scheme 3 | Combined weight value |
2.3.1 | Information classification | 25 | 0.01125 |
2.3.2 | Information stratification | 10 | 0.0045 |
2.3.3 | Navigation mark | 20 | 0.009 |
2.3.4 | Format specification | 20 | 0.009 |
2.3.5 | Specification of domain name | 10 | 0.0045 |
2.3.6 | Language | 15 | 0.00675 |
No. | Evaluation Indicator | Scheme 4 | Combined weight value |
2.4.1 | Time taken to open the homepage | 30 | 0.0135 |
2.4.2 | Digital multimedia function | 20 | 0.009 |
2.4.3 | Website page view | 20 | 0.009 |
2.4.4 | Background data | 30 | 0.0135 |
Total | 1 |
After determining the structure and weight of the comprehensive evaluation system, to improve it and strengthen its operability, there is still need to take different quantitative assignment methods in accordance with the characteristics of each indicator. Since the assignment interval of all the indicators in the comprehensive evaluation system is set within [0, 1]. According to the characteristics of each indicator, different grades and quantified assignments are divided, and the quantitative scores of all the indicators are calculated. For details about the quantitative assignment of all standards in the comprehensive evaluation system, see Table
The Quantification and Assignment Standards of the Dimensions of Online Medical Information Services.
No. | Evaluation standards | Description of quantitative assignment |
---|---|---|
Quantitative assignment of the dimensions of online medical information services | ||
1.1.1 | Hospital profile | The hospital profile item includes ten sub-items: |
1.1.2 | News and bulletin | The news and announcement include two sub-items: News and announcement, respectively, valued 0.7 and 0.3. According to the updating frequency, the sub-item news falls into four categories, no updating, updating every one month and over, updating every week and updating every two days, which are valued, respectively, 0, 0.34, 0.67 and 1. The sub-item announcement has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.3 | Introduction of hospital experts | The introduction of hospital experts includes five sub-items: (personal introduction, expertise, honor and academic achievements, positions and contacts.) this item has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.4 | Introduction of departments | The item introduction of departments includes five sub-items: (departments introduction, expertise, medical teams, honor and contacts.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.5 | Publicity of medical events | The publicity of medical events includes five sub-items: |
1.1.6 | Special medical treatment | The special medical treatment includes three sub-items: Programs, introduction and effects. It has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.7 | Emergency service and outpatient service hour | The emergency service and outpatient service hour include two sub-items: Time and doctors. It has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.8 | Treatment guidelines | The treatment guidelines include eight sub-items: (transportation guides, hospital indoor navigation, outpatient information, registration information, emergency information, medical test information, inpatient treatment and discharge guidelines.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.9 | Device introduction | The device introduction includes five sub-items: (types, names, functions, distribution and numbers.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.10 | Accompanying service | The accompanying service includes five sub-items: (home care, inpatient care, postpartum care, pregnancy care and others.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.11 | Medical insurance information | The medical insurance information includes four sub-items: (news, policies, guidelines, and organizations.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.12 | Charging standard notes | The charging standard notes include six sub-items: (outpatient, emergency and comprehensive medical services, traditional Chinese and folk medicine, medical technologies, clinical treatment, special medical treatment services and pharmaceutical drugs.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
1.1.13 | Handy Service | The item Handy Services includes ten sub-items: |
1.1.14 | Appointments and registration by phone | According to its functions, the item appointments and registration by phone has four levels: |
1.1.15 | Contact information | The contact information includes ten sub-items for contacting the hospitals: (hospital switchboard, phone numbers of departments, discipline inspection phone number, E-mail address, hospital address, location, traffic, digital map, President’s mail-box and others.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is: |
Online medical service information | ||
1.2.1 | Signing in service | According to its functions, the signing in service has four levels: |
1.2.2 | Online appointments and registering | The online appointments and registering has two levels: “Established” valued 1 and “to be established” valued 0. |
1.2.3 | Examination results query | According to patients’ names and medical service numbers, the examination results query has two levels: “Established” valued 1 and “to be established” valued 0. |
1.2.4 | Online complaint | The online complaint item has two levels: “Established” valued 1 and “to be established” valued 0. |
1.2.5 | Virtual hospital | The virtual hospital includes six sub-items: |
Online interactive information | ||
1.3.1 | Online advisory | Standards of this kind include two parts: |
1.3.2 | E-mail advisory | |
1.3.3 | Text message advisory | |
1.3.4 | Online medical service | According to its functions, the online medical service has three levels: |
1.3.5 | BBS | The BBS item has four levels: |
1.3.6 | Online message board | This item has two levels: “Established” valued 1 and “to be established” valued 0. |
Digital media service information | ||
1.4.1 | Disease knowledge | According to the amount of its contents, the disease knowledge has four levels: |
1.4.2 | Popular science | According to the amount of its contents, the popular science has four levels: |
1.4.3 | Multimedia video | According to the amount of its contents, the multimedia video has four levels: |
1.4.4 | Medical policy | The medical policy has two levels: “Established” valued 1 and “to be established” valued 0. |
1.4.5 | Medical education | According to the amount of its contents, the medical education has four levels: |
1.4.6 | Drug usage | The drug usage has two levels: “Established” valued 1 and “to be established” valued 0. |
1.4.7 | Academic database | The academic database has three levels: An academic database with owned academic resources, an academic database and to be established, which valued, respectively, 1, 0.5 and 0. |
1.4.8 | Hospital E-journal | According to its function and contents, the hospital E-journal has four levels: |
The resource quality of information service | ||
2.1.1 | Readability | According to whether the contents on the hospital website are easy to be understood by users, readability has four levels valued, respectively, 0, 0.34, 0.67 and 1. |
2.1.2 | Accuracy | The accuracy concerns with the accuracy of information published on the website, pronunciation and grammar. According to this accuracy, the item has four levels valued, respectively, 0, 0.34, 0.67 and 1. |
2.1.3 | Completeness | The completeness is whether the information released by the website covers a sufficiently wide range of topics. According to this completeness, the item has four levels valued, respectively, 0, 0.34, 0.67 and 1. |
2.1.4 | Information source | The information source has five sub-items: |
Information service resources management | ||
2.2.1 | Copyright | The copyright has two levels: “Established” valued 1 and “to be established” valued 0. |
2.2.2 | Qualification licenses for website operation | The qualification licenses for website operation includes ten sub-items: |
2.2.3 | Author’s identity | The Author’s identity includes six sub-items: |
2.2.4 | Title marking | The title marking item has four levels: |
2.2.5 | Accessibility of resources | According to the number of the website’s invalid links, the accessibility of resources has four levels: |
2.2.6 | Release date | The release date has four levels: |
Information service technology | ||
2.3.1 | Information classification | The information classification includes five sub-items: |
2.3.2 | Information stratification | According to the number of the grades of information classification, the item has four levels: |
2.3.3 | Navigation mark | The navigation mark includes five items: |
2.3.4 | Format specification | The format specification includes eight sub-items: |
2.3.5 | Specification of domain name | The specification of domain name is whether the URL of the hospital website is composed of the hospital’s English name or Chinese pinyin initials, whether it has multiple corresponding domain names and whether users find it easy to remember and use. This item has three levels: |
2.3.6 | Language | If the website only has simple Chinese version, the value is 0.5; if it has two or more language versions including Chinese, the value is 1. |
Information architecture | ||
2.4.1 | Time taken to open the homepage | According to the time users need to open the hospital website’s homepage, the time taken to open the homepage (before flashes and videos are played) has four levels: |
2.4.2 | Digital multimedia function | The digital multimedia function refers to dynamic forms of information services provided by the hospital website, including pictures, sounds, videos, flashes, dynamic pages and 3D interaction programs. Each of the above six sub-items has two levels: “Established” valued 1 and “to be established” valued 0. The total score is 4. In case that advertisement appears in the forms of dialog boxes and float bars on the website, 1 point is deducted. The calculation of the value of the quantitative standard is: |
2.4.3 | Website Pageview | The website page view is the function to calculate the number of visitors to the hospital website. According to its function, the item has two levels: “Established” valued 1 and “to be established” valued 0. |
2.4.4 | Background data | The background data refers to that the information service resources on the website are posted in the format and form of background data. It has four sub-items: |
Source: the author.
By weighting the dimensions of the system and assigning values in a quantitative way, the author establishes a comprehensive evaluation model for the information service of the a Hospital Information Platform in China according to the weight of its information service and the quantitative value assignment standards. For the total weighted score of the comprehensive indicators, see Equation (
R representing the total score is in the range between 0 and 100, Rij is the value of the j indicator in the i dimension, and Wij is the combined weight of the j indicator in the i dimension. i is 1 to m, j is 1 to ni, ni is the number of indicators covered by the i dimension, m is the number of the dimensions and equals 8, and S is the number of indicators in the tertiary level and equals 54.
The author first collects data by using the Hospital Website Information Service Evaluation Form, then processes the data, assigns values in a quantitative way according to the evaluation of indicators at each level, and in the end, uses the equation of the comprehensive evaluation model to calculate the comprehensive score of the information service of the a Hospital Information Platform in China.
Since the website of a Hospital Information Platform in China is the only channel for the hospital’s information platform to deliver information services, the author sets the website of a Hospital Information Platform in China as the object of the empirical research. Established on June 19, 2013, the website of a Hospital Information Platform is redesigning its overall pages on June 19, 2017, as the empirical research goes on. Therefore, the author sets both the pre-revised website and the post-revised website as the object of the empirical research. Formulated on the basis of the Comprehensive Evaluation Model for the Information Service of a Hospital Information Platform Information Platform, the a Hospital Information Platform Website Information Service Evaluation Form is an online data collection form for the evaluation of hospitals’ website information service.
In the empirical research, December, 2016 to January, 2020, 80 participants falling of Internet Explorer 11 as the uniform browser and logged in a Hospital Information Platform’s website in ten periods. Stratified random sampling is adopted to select participants, and in accordance with the sampling indicators, these participants are classified into four groups: out-patients, in -patients, hospital employees, and the public and professionals.TThrough the empirical research, we get the comprehensive evaluations of the information service of a Hospital Information Platform’s information platform. if participants give different scores for evaluations of these two items, a mean value is adopted as the final score. The total averages of Pre-revision are: 19.4 and 20.3875, and the total averages of Post-revision are: 73.5, 74.4, 77.7, 77.3, 77.5, 79.4, 81.7, 84.3.Data in show that after the overall revision, the website of a Hospital Information Platform gets clearly higher comprehensive evaluations for its information service. (for details, see Table
Comprehensive Evaluations of the Information Service of a Hospital Information Platform’s Information Platform.
No. | Period | Date | 1.1 | 1.2 | 1.3 | 1.4 | 2.1 | 2.2 | 2.3 | 2.4 | Total | Total score |
---|---|---|---|---|---|---|---|---|---|---|---|---|
1 | Pre-revision | 2016/12/20 | 0.088 | 0.000 | 0.000 | 0.003 | 0.033 | 0.025 | 0.021 | 0.025 | 0.194 | 19.4 |
2 | Pre-revision | 2017/01/05 | 0.088 | 0.000 | 0.000 | 0.003 | 0.042 | 0.025 | 0.021 | 0.025 | 0.204 | 20.4 |
3 | Post-revision | 2017/01/20 | 0.151 | 0.205 | 0.086 | 0.051 | 0.096 | 0.071 | 0.033 | 0.043 | 0.735 | 73.5 |
4 | Post-revision | 2017/02/06 | 0.151 | 0.205 | 0.089 | 0.051 | 0.101 | 0.071 | 0.033 | 0.043 | 0.744 | 74.4 |
5 | Post-revision | 2017/08/18 | 0.157 | 0.205 | 0.089 | 0.055 | 0.113 | 0.078 | 0.037 | 0.043 | 0.777 | 77.7 |
6 | Post-revision | 2018/02/06 | 0.157 | 0.205 | 0.089 | 0.055 | 0.113 | 0.078 | 0.037 | 0.038 | 0.773 | 77.3 |
7 | Post-revision | 2018/08/03 | 0.157 | 0.205 | 0.089 | 0.055 | 0.113 | 0.078 | 0.037 | 0.041 | 0.775 | 77.5 |
8 | Post-revision | 2019/02/21 | 0.157 | 0.205 | 0.090 | 0.058 | 0.116 | 0.090 | 0.037 | 0.041 | 0.794 | 79.4 |
9 | Post-revision | 2019/08/21 | 0.161 | 0.205 | 0.101 | 0.067 | 0.116 | 0.090 | 0.037 | 0.041 | 0.817 | 81.7 |
10 | Post-revision | 2020/01/09 | 0.166 | 0.205 | 0.117 | 0.067 | 0.116 | 0.090 | 0.038 | 0.045 | 0.843 | 84.3 |
By means of the Bivariate Correlation in SPSS, the author carried out a correlation analysis of the comprehensive evaluations of the information service of a Hospital Information Platform’s information platform and the traffic data of a Hospital Information Platform website, including the total traffic, PV (page view) and UV (unique visitor). The total traffic is equal to PV plus UV. For details of the analysis results, the correlation coefficient among the three objects is 1, a significant correlation. It also suggests that the comprehensive evaluations of the information service of a Hospital Information Platform’s information platform and the traffic of a Hospital Information Platform’s website are positively correlated. That is to say, the traffic of a Hospital Information Platform’s website will vary to the changes in the comprehensive evaluations of the information service of a Hospital Information Platform’s information platform.
Based on the actual situation of Chinese hospitals, creates a theoretical research platform of medical information service quality based on the reality of a Hospital Information Platform, and sorts out the core of website information service of Chinese hospitals as well as the influencing factors and their correlations. Focusing on the function and quality of hospital information service, it has established a complete and scientific evaluation system of hospital information service that conforms to the actual situation of Chinese hospitals. Still, through the empirical research on a Hospital Information Platform website, it also validates the scientificity, rationality and practicability of the model proposed in this thesis. The model’s scores in various dimensions in empirical researchSee Figure
Line Chart of the Correlation Analysis of the Comprehensive Evaluations of The Secondary Indicators of The Information Service of a Hospital in China.
For the first time in China, the author conducts comparison and correlation analysis of survey results on comprehensive evaluation of hospital website information service and traffic data through empirical research, in order to discuss the relations between the evaluation results and the traffic data. And through the above empirical research to prove the positive correlation between the two, see Figure
Line Chart of the Correlation Analysis of the Comprehensive Evaluations of the Information Service of a Hospital in China and the Traffic of Information Platform’s Website of a Hospital in China (Comprehensive Evaluations of the Information Service of a Hospital in China of value = value×100).
The results of the empirical research show Enriching the information service functions plays an important role for hospitals to improve the information service quality of their websites and their website usage. The weight of the functional quality attribute of website information service is 0.7, significantly higher than that of the supporting attribute. In addition, the second-level indicators of the functional quality attribute are the dimensional indicators for measuring the functions of hospital websites, while in the evaluation on January 9, 2020, the evaluation score of the functional quality attribute is 55.41, suggesting a improving.
As the evaluation of the functional quality attribute of website information service shows a large room for improvement, perfecting the information service function of a Hospital Information Platform’s website is the key task that the hospital should do to enhance its information service. In addition, that after the information service function of a Hospital Information Platform’s website is improved or the evaluation of the functional quality attribute of website information service scores higher, the supporting attribute of website information service will be the next key task for the hospital in enhancing its information service quality. From the data in Figure
Line Chart of the Functional quality attribute of website information service and Supporting attribute of website information service.
All in all, between 2017/8/18 and 2020/1/9, the final score of the functional quality attribute of the website information service in 2020/1/9 is about 6 times that of 2017/8/18, and the support attribute of the website information service The final score in 2020/1/9 is about 3 times that of 2017/8/18,see Figure
Evaluation score of the information services of a Hospital Information Platform’s website in China of Growth of rate in empirical research.
Date | 1 | 2 | 1.1 | 1.2 | 1.3 | 1.4 | 2.1 | 2.2 | 2.3 | 2.4 |
---|---|---|---|---|---|---|---|---|---|---|
2016/12/20 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
2017/1/5 | 0.5000 | 1.0777 | 1 | 0 | 0 | 1 | 1.2923 | 1 | 1.0183 | 1 |
2017/1/20 | 4.6790 | 2.1007 | 1.7159 | 0 | 0 | 17.0000 | 2.2857 | 2.8400 | 1.5569 | 1.7200 |
2017/2/6 | 1.0088 | 1.0169 | 1 | 1 | 1.0351 | 1 | 1.0521 | 1 | 1.0154 | 1 |
2017/8/18 | 1.0313 | 1.0843 | 1.0389 | 0.9988 | 1.0055 | 1.0819 | 1.1213 | 1.0990 | 1.1229 | 0.9942 |
2018/2/6 | 1.0013 | 0.9733 | 1 | 1 | 1.0052 | 1 | 1 | 1 | 0.9975 | 0.8958 |
2018/8/3 | 1 | 1.0147 | 1 | 1 | 1 | 1 | 1 | 1 | 1 | 1.0588 |
2019/2/21 | 1.0144 | 1.0449 | 1 | 1 | 1.0103 | 1.0471 | 1.0262 | 1.1534 | 1 | 1 |
2019/8/21 | 1.0744 | 1 | 1.0250 | 1 | 1.1140 | 1.1586 | 1 | 1 | 1 | 1 |
2020/1/9 | 1.0473 | 1.0337 | 1.0305 | 1 | 1.1588 | 1 | 1 | 1 | 1.0251 | 1.1099 |
This study is the first one in China that applies both the Delphi method and composite grade method to construct the model of comprehensive evaluation system of hospital information service. For the first time in China, the author conducts comparison and correlation analysis of survey results on comprehensive evaluation of hospital website information service and traffic data through empirical research, in order to discuss the relations between the evaluation results and the traffic data. Therefore, it bears considerable reference value. This model is both of high theoretical value and practical value. But the development of new network information technology often goes beyond hospital managers imagination. Therefore, the information service evaluation system in this thesis will be enriched with the development of the times and information technology.
The Survey results and network traffic data used to support the findings of this study are available from the corresponding author upon request.
The authors declare that they have no conflicts of interest.
All authors have made a substantial, direct, intellectual contribution to this study. Lei, Jiao are Corresponding author and First author. XiaoZhuo Zhu and HuaPing Xiao are Co-First author. Xu Zhao are Second author.
This research did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sector.