Construction of Internet Diagnosis and Treatment Service Quality Evaluation System Based on the Delphi Method

Corresponding author: gongwenjin, gongwj@gzucm.edu.cn

DOI: 10.12201/bmr.202602.00052

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  Abstract: Purpose/Significance To construct key indicators reflecting the quality of internet-based medical consultation services, providing a reference for its development during the transition period from quantity-focused to quality-focused growth.Methods/Process An initial pool of evaluation system items was developed using the literature review method. The Delphi method was then employed, involving two rounds of consultation with 19 experts primarily from hospitals and universities in related fields. This process finalized the evaluation indicator system. The Analytic Hierarchy Process (AHP) was used to determine the weights of indicators at all levels.Results/Conclusion An evaluation system for the quality of internet-based medical consultation services was constructed, comprising 3 first-level indicators, 13 second-level indicators, and 37 third-level indicators. This indicator system increases the weight given to patient experience and balances the professional rigor of medicine with the efficiency of online services. It comprehensively reflects various aspects of internet-based medical consultation service quality and holds significant practical guiding value.

  Key words: internet diagnosis and treatment; service quality; evaluation system；Delphi method；analytic hierarchy process (AHP)

  Submit time: 11 February 2026

  Copyright: The copyright holder for this preprint is the author/funder, who has granted biomedRxiv a license to display the preprint in perpetuity.
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  1	2025-12-12	10.12201/bmr.202602.00052V1	Download

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