医疗服务质量与患者满意度关系研究  

Research on the relationship between medical service quality and patients' satisfaction

作　　者：周绿林[1] 张婷婷[1] 王森[1] 

机构地区：[1]江苏大学管理学院,江苏镇江212013

出　　处：《中国卫生事业管理》2014年第1期14-17,共4页Chinese Health Service Management

基　　金：教育部人文社科规划项目"不完全信息下的医院服务质量评价体系和应用研究"(编号:10YJC630245)

摘　　要：目的:找出患者对医疗服务质量最不满意的维度和医疗服务质量影响患者满意度的关键维度,为医疗机构提高服务质量找到改进方向。方法:采用问卷调查,对所得数据用描述性统计分析、相关分析、回归分析和结构方程模型分析。结果:医疗服务质量各维度都与患者满意度在0.01的水平上相关,并得到回归方程,可见各维度之间存在相关关系。Objective To explore the dimension which was most unsatisfied for patients in medical service quality and the key dimensions of medical service quality which influence the patients＇ satisfaction degree, and provide references for improving medi-cal service quality. Methods Data was obtained from questionnaire survey and analyzed with descriptive statistics, correlation anal- ysis, regression analysis and structural equation modeling analysis. Results Each dimension of medical service quality was correla-ted with patients＇ satisfaction at the level of 0.01. And there had correlation among every dimensions.

关 键 词：医疗服务质量 患者满意度 结构方程模型 

分 类 号：R197.323[医药卫生—卫生事业管理]