基于ACSI模型的门诊患者满意度影响效应研究.docxVIP

基于ACSI模型的门诊患者满意度影响效应研究 目的：利用美国顾客满意度理论模型，研究 各因子对满意度的影响效应。方法：采用偶遇法对上海市嘉 定区3所医院314名患者进行问卷调查，使用因子分析法、 回归模型假设检验，利用SPSS 17. 0对数据进行分析。结果: 感知价值对满意度直接影响效应最大（0.761）；感知质量的 构成因子“服务态度”对满意度的直接影响最大（0.633）； 预期质量对满意度既有直接影响，也可以通过感知价值、感 知质量两条途径对满意度产生间接影响。结论：加强人文关 怀、改善就医环境、控制医疗费用是提高满意度的重要举措。 关键词满意度美国顾客满意度指数测量工具因子 分析 中图分类号：R197. 1文献标识码：C文章编号： 1006-1533 （2013） 09-0044-04 Study on the effects of outpatient satisfaction based on ACSI model QIAN Fangl, ZHOU Xianghong2, TANG Kouming3, ZHOU Zhiqiang4, JIN Zhifeng5 （1. Department of Pharmacy, Traditional Chinese Medical Hospital of Shanghai Jiading Distriet ， Shanghai 201800, China； 2. School of Economics Management , Tongji University , Shanghai 200092, China； 3. Department of Pharmacy , Central Hospital of Shanghai Qingpu District, Shanghai 201700, China； 4. Department of Pharmacy, Anting Hospital of Shanghai Jiading Distriet， Shanghai 201805, China ； 5. Department of Pharmacy, Malu Town Community Hea1th Service Center of Jiading Distriet, Shanghai 201801, China) ABSTRACT Objective： To Study the effects of each factor on satisfaction based on American Customers Satisfaction Index (ACSI)? Methods： Three himdred and fourteen outpatients in three hospitals of Shanghai Jiading District were selected as the research subjects and a questionnaire survey was randomly condueted. Investigation resuIts were analyzed by factor analysis, hypothesis test of regression model and SPSS 17.0. Results： The direct effects of both perceived value and service attitude in the composition of the perceived quality factor on satisfaction are the greatest (0.761 and 0. 633)? Influence of expected quality on satisfaction is either direct or indirect by two means of the perceived valueand qua.1 ity. Conclusion： To strengthen the humanism care, improve medical environment and control the cost of health care are the importont measures to improve the satisfaction. KEY WORDS sat isfaction degree； ACS I； evalua ting methods/tools； factor analysis 2012年在全国开展的创建“服务好、质量好、医德