医院服务质量、购买风险对患者消费行为影响的实证研究  

The empirical study in the effects of service quality and perceived risk on patients behavioral intentions in hospital

作　　者：饶远立[1] 

机构地区：[1]广州中医药大学经济与管理学院,广东广州510006

出　　处：《中国医院管理》2009年第3期33-34,共2页Chinese Hospital Management

摘　　要：提出了一个包含医护人员服务质量、购买风险、患者预期的服务质量、顾客预期的消费价值等变量的综合的顾客行为意向概念模型,并提出了6条假设。在4家医院对患者进行问卷调查以检验该模型。研究结果表明6条假设均获得支持。Incudes a health care Service quality, and the purchase of risk in with in patients the expected service quality customer spending is expected to variables such as the alue of the integrated model of the concept of customer behavior intention, and made the assumption that the six, the hospital for patients with a questionnaire survey to test the model The results show that theasumption that the six were supported.

关 键 词：医院 服务质量 购买风险 

分 类 号：R197.3[医药卫生—卫生事业管理]