基于ACSI模型的我国住院病人满意度指数模型构建  

Construction of inpatient satisfaction index model based on ACSI model in China

作　　者：谷如婷 魏丽丽[1] 宋蕾[1] 李少玲[1] 邢淑云 张晓云[2] 

机构地区：[1]青岛大学附属医院 [2]青岛大学护理学院

出　　处：《护理研究（下旬版）》2017年第12期4629-4633,共5页Chinese Nursing Researsh

基　　金：中华护理学会2014年度第2次立项科研课题;编号:ZHKY201421

摘　　要：[目的]以美国顾客满意度指数模型为基础,构建我国住院病人满意度指数模型。[方法]采用住院病人满意度调查表对530例住院病人进行问卷调查,运用SPSS 17.0和AMOS 22.0软件对调查的数据进行统计分析和结构方程模型构建。[结果]住院病人满意度与医院形象、感知质量、感知价值和病人忠诚呈正相关(P<0.05);住院病人满意度与约束条件、疾病压力、病人期望和病人抱怨呈负相关(P<0.05);结构方程模型显示:医院形象、约束条件、疾病压力、病人期望、感知质量和感知价值对满意度的标准化路径系数分别为0.33,-0.21,-0.49,-0.55,0.63,0.52,满意度对病人忠诚和病人抱怨标准化路径系数分别为0.40和-0.35,差异具有统计学意义(P<0.05)。[结论]模型拟合较好,可为我国住院病人满意度指数模型的类似研究提供参考。Objective:To construct the inpatient satisfaction index model in China based on the American Customer Satisfaction Index model.Methods:A total of 530 inpatients were investigated with the questionnaire of inpatient satisfaction,and to conduct statistical analysis of the survey data and structural equation modeling with SPSS 17.0 and AMOS 22.0 software.Results:There was a positive correlation between hospital patient satisfaction and hospital image,perceived quality,perceived value and patient loyalty(P<0.05);Inpatient satisfaction was negatively correlated with constraint,disease stress,patient expectation,and patient complaints(P<0.05).Structural equation model showed that the image of the hospital,constraint conditions,disease pressure,patient expectations,perceived quality and perceived value to the satisfaction of the standardized path coefficients were respectively 0.33,-0.21,-0.49,-0.55,0.63,0.52,satisfaction of patient loyalty and patient complaints about the standardized path coefficients were 0.40 and-0.35.The differences were statistically significant(P<0.05).Conclusions:The model fitted well and provided a reference for the similar study of the inpatient satisfaction index model in china.

关 键 词：住院病人 满意度 美国顾客满意度指数 结构方程模型 

分 类 号：R197.323[医药卫生—卫生事业管理]