网约护理服务的推广现状及其发展前景的调查研究

Research on the Popularization Status and Development Prospect of Online Nursing Service

摘要: 近年来，物联网“大数据”理念与物联网技术不断渗透到医疗服务中，互联网护理服务试点工作方案下的网约护理服务应运而生。网约护理是由用户通过互联网预约护士上门进行护理，一定程度上提高了市民享受护理服务的便捷程度，因此选择上门护理的人群大幅度上升，大趋势下上门护理服务如何提高顾客的满意度成为不可回避的问题。本文针对用户的使用感知和满意度为切入点展开调研，通过市民对新政下上门护理的认知情况、使用感受和未来期待进行调查分析。通过构建结构方程模型对用户持续使用意愿的影响因素进行了实证研究，结果表明护理费用较高、护理水平不达标、医疗服务安全问题均对市民的持续使用意愿产生显著影响。

Abstract: In recent years, the concept of “big data” of the Internet of things and the technology of the Internet of things have been constantly penetrated into medical services, and the online nursing-hailing service under the pilot work program for the internet nursing service came into existence. The online nursing-hailing service is carried out by users to make an appointment for nurses to come to their homes through the Internet, which improves the convenience of the public to enjoy nursing services in some degree. Therefore, the number of people who choose online nursing-hailing service has increased significantly. Under the general trend, how to improve customer satisfaction with online nursing-hailing service has become an unavoidable issue. The article carries out research based on the user perception and satisfaction as a starting point, and conducts investigation and analysis through the public’s cognition of online nursing-hailing service under the New Deal, the use feeling and future expectations. Through the construction of structural equation model, the paper makes an empirical study on the influencing factors of users' intention to continue using, and the results show that the high nursing cost, substandard nursing level and the safety of medical services all have a significant impact on citizens’ intention to continue using.