基于ACSI模型的门诊患者满意度影响效应研究  

Study on the effects of outpatient satisfaction based on ACSI model

作　　者：钱芳[1] 周向红[2] 唐扣明 周志强 金志凤 

机构地区：[1]上海市嘉定区中医医院药剂科,上海201800 [2]上海同济大学经济与管理学院,上海200092 [3]上海市青浦区中心医院药剂科,上海201700 [4]上海市嘉定区安亭医院药剂科,上海201805 [5]上海市嘉定区马陆社区卫生服务中心药剂科,上海201801

出　　处：《上海医药》2013年第9期44-47,共4页Shanghai Medical & Pharmaceutical Journal

摘　　要：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SPSS17.0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。Objective： To Study the effects of each factor on satisfaction based on American Customers＇ Satisfaction Index （ACSI）. Methods： Three hundred and fourteen outpatients in three hospitals of Shanghai Jiading District were selected as the research subjects and a questionnaire survey was randomly conducted. Investigation results 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 quality. Conclusion： To strengthen the humanism care, improve medical environment and control the cost of health care are the important measures to improve the satisfaction.

关 键 词：满意度 美国顾客满意度指数 测量工具 因子分析 

分 类 号：R197.3[医药卫生—卫生事业管理]