住院患者满意度实证研究及影响因素结构方程模型构建.pdf

Original Articles Chin J Evid-based Med 2015, 15(7): 786-792 1,2* 2 2 1 1 1. 6100312. 610072 12 1 237 82.14% P 0.05 5 A Survey on In-patients’ Satisfaction and Construction of Structural Equation Model of Inl uence Factors on Satisfaction 1,2* 2 2 1 1 SHI Jing-fen , GONG Yong , LI Yuan-feng , JIANG Yu-shi ,HU Pei 1. School of Economics and Business Administration, Southwest Jiaotong University, Chengdu 610031, China; 2. Sichuan Academy of Medical Sciences Sichuan Provincial People s Hospital, Chengdu 610072, China ′ Abstract Objective To explore the influence factors on inpatients’ satisfaction, in order to identify influence factors for improving inpatients’ satisfaction. Methods A sampling survey was conducted in hospitals at different levels in Sichuan province. The satisfaction of inpatients in these hospitals was investigated by self-designed questionnaire. Then, a structural equation model on influence factors of satisfaction was constructed. Results A total of 1 237 inpatients from 12 hospitals were surveyed. The total satisfaction of these patients was 82.14%. The patients’ satisfaction of grade A tertiary hospital in Chengdu city was obviously lower than that of the prefecture- and county-level hospitals (all P values 0.05). The fitting degree of structural equation model was good; Inpatients’ satisfaction was mainly influenced by 5 factors including hospital values (HV), service quality of doc