武汉市基层医疗机构就诊患者的感知服务质量和满意度对忠诚度的影响机制分析  

Analysis of Influence Mechanism of Perceived Service Quality and Satisfaction on Loyalty of Patients in Grassroots Medical Institutions in Wuhan

作　　者：张霄艳[1,2] 王静[1] 王雨璇 ZHANG Xiaoyan(School of Public Administration,Hubei University,Wuhan,Hubei,430062,China)

机构地区：[1]湖北大学公共管理学院,湖北武汉430062 [2]湖北大学湖北县域治理研究院,湖北武汉430062 [3]华中科技大学社会学院,湖北武汉430074

出　　处：《医学与社会》2023年第6期59-63,99,共6页Medicine and Society

基　　金：国家自然科学基金资助项目,编号为71704048;湖北省教育厅一般项目,编号为21Y012;国家级大学生创新创业训练项目,编号为202210512019。

摘　　要：目的:了解基层医疗机构就诊患者的感知服务质量、患者满意度对其忠诚度的影响,为提升患者基层就诊的满意度和忠诚度提供实证依据。方法:以“认知-情感-意动”框架为理论视角,对武汉市4个区1156名基层医疗机构就诊患者的感知服务质量、满意度、忠诚度进行问卷调查。运用相关分析和多重线性回归分析影响基层就诊患者忠诚度的因素。结果:患者感知服务质量5个维度、患者满意度均能显著影响患者忠诚度(P<0.01),且感知服务质量中的响应性(β=0.333,P<0.01)是影响患者忠诚度最为关键的维度。患者满意度在感知服务质量影响忠诚度的路径中发挥中介作用,其效用值为0.242,占总效应的31.23%。结论:提升基层就诊患者的感知服务质量和满意度能显著提升其忠诚度,尤其要注重增强基层医疗机构的响应性。建议基层医疗机构通过制定不同于大型医院功能定位的差异化发展路线、推进紧密型医联体或医共体建设、加强人才队伍建设等,提升服务质量,进而提升患者满意度和忠诚度。Objective:To understand the impact of patients'perceived service quality and patient satisfaction on patient loyalty in grassroots medical institutions,so as to provide empirical evidence for improving the satisfaction and loyalty of medical treatment of patients at the grassroots level.Methods:Using the"cognition-affect-conation"framework as a theoretical perspective,a questionnaire survey was conducted on the perceived service quality,satisfaction,and loyalty of 1156 patients in grassroots medical institutions in four districts of Wuhan.Correlation analysis and multiple linear regression were used to analyze the factors affecting patients'loyalty to grassroots medical institutions.Results:The five dimensions of patients'perceived service quality and patient satisfaction significantly affected patient loyalty(P<0.01),and responsiveness in perceived service quality(β=0.333,P<0.01)was the most critical dimension affecting patient loyalty.Patient satisfaction mediated the pathway of perceived service quality on loyalty,with a utility value of 0.242,accounting for 31.23%of the total effect.Conclusion:Improving the perceived service quality and satisfaction of patients in grassroots medical institutions can significantly increase their loyalty,with a particular focus on enhancing the responsiveness of grassroots medical institutions.It is suggested that grassroots medical institutions can improve service quality and thus enhance patient satisfaction and loyalty by developing differentiated development routes that differ from the functional positioning of large hospitals,promoting the construction of compact medical union or close-type medical community,and strengthening the construction of talent teams.

关 键 词：基层医疗机构 患者 感知服务质量 满意度 忠诚度 武汉 

分 类 号：R193.2[医药卫生—卫生事业管理]