Research on the service quality of emergency medical language services during major unexpected public health events

IntroductionEmergency Medical Language Services (EMLS) have played a crucial role in the COVID-19 pandemic. Research on the quality and its influencing factors of EMLS is necessary. MethodsThis study used the SERvice QUALity (SERVQUAL) model to determine factors affecting the quality of EMLS during the pandemic. An online questionnaire was completed by 206 participants who received the service in 2021-2022. Structural Equation Modeling (SEM) indicated that the service provider and service process significantly influenced the Service Results. ResultsIn the service process, the evaluation of service content and responsiveness were highly correlated, and both factors significantly affected user satisfaction. In the service provider, tangibility and reliability were highly correlated. The key factors for user willingness to recommend the service were service content and tangibility. DiscussionBased on the results of the data analysis, it can be inferred that EMLS should be improved and upgraded in terms of service organization, talent cultivation, and service channel expansion. To enhance service organization, an emergency medical language team should establish a close collaboration with local medical institutions and government departments, and an EMLS center should be established with the support of hospitals, government, or civil organizations.

Automated summary

This study used the SERVQUAL model to determine the factors affecting the quality of EMLS during the COVID-19 pandemic. Both the service provider and service process significantly influenced the service results. Service content and responsiveness in the service process were highly correlated and had a significant impact on user satisfaction. Tangibility and reliability in the service provider were also highly correlated. The key factors for user willingness to recommend the service were service content and tangibility. Based on the data analysis, it can be inferred that improvements and upgrades should be made to EMLS in terms of service organization, talent cultivation, and service channel expansion.