【摘要】 目的 构建一套科学全面的远程医疗服务质量评价指标体系，评估远程医疗服务在不同维度的质量。方法 采用文献研究法遴选指标池，确定指标维度；运用德尔菲法确定二、三级指标，基于“结构-过程-结果”（SPO）质量框架和SERVQUAL模型构建远程医疗服务质量评价体系，运用层次分析法和熵权法确定指标权重。结果 构建了“7-12-56”的远程医疗服务质量评价三级指标体系，从有形性、保证性、可靠性、情感性、响应性、经济性、有效性等7个维度评估远程医疗服务质量。结论 本研究构建的远程医疗服务质量评价体系覆盖7个核心维度，科学、全面、可靠，有助于推动远程医疗建设，促进远程医疗服务的规范化、标准化发展。更多还原

【Abstract】 Objective Construct a scientific and comprehensive evaluation index system for the quality of telemedicine services and assess the quality effects of telemedicine services from various dimensions. Methods The literature research method was used to select the indicator pool and determine the indicator dimensions; the Delphi method was used to determine the secondary and tertiary indicators. Based on the”structure-process-result”quality framework and the SERVQUAL model, a telemedicine service quality evaluation system was established, with the analytic hierarchy process and the entropy weight method employed to determine the weights of the indicators. Results A “7-12-56” three-level index system for evaluating the quality of telemedicine services has been constructed to assess the quality of telemedicine services in seven dimensions, including tangibility, assurance, reliability, emotionality, responsiveness,economy and effectiveness. Conclusion The telemedicine service quality evaluation system constructed in this study covers seven core dimensions, which is scientific, comprehensive and reliable, and helps to promote the construction of telemedicine and the standardization and standardization of telemedicine services.更多还原