健康体检机构智能导检系统的有效性及客户遵从性研究  

Research on the effectiveness and customer compliance of intelligent guided examination system in health screening institutions

作　　者：王雅梦 陈蕾 杨立钒[3] 刘鲁宁[1] WANG Yameng;CHEN Lei;YANG Lifan;LIU Luning(Harbin Institute of Technology,Harbin 150001,Heilongjiang Province,China;Shanghai Tongren Hospital;East China University of Political Science and Law)

机构地区：[1]哈尔滨工业大学,哈尔滨150001 [2]上海市同仁医院 [3]华东政法大学

出　　处：《中国数字医学》2024年第3期52-57,共6页China Digital Medicine

基　　金：国家自然科学基金重点项目-大数据驱动的城乡基层社会服务体系构建与社区治理研究(72034001);上海市哲学社会科学规划课题-智能调解赋能新型消费纠纷化解的机制研究(2023ZGL005)。

摘　　要：目的:探讨智能导检系统为客户提供体检服务的有效性,分析客户对系统建议遵从性的影响因素。方法:利用客户使用智能导检系统的数据,通过计量经济学方法证实本文研究结果。结果:通过使用智能导检系统可减少客户排队等待时间,与预期时间成本低的项目相比,在预期时间成本高的项目中客户更愿意遵从智能导检系统;客户的等待感知成本对其遵从行为有负面影响。结论:使用智能导检系统可提高客户体检效率,医院可通过提高队伍流动性、提供舒适的排队环境等方式降低客户感知到的时间成本,以提高客户对智能导检系统的遵从意愿。Objective To explore the effectiveness of the intelligent guided examination system in providing physical examination services for clients,and to analyze the influencing factors of clients'compliance with system recommendations.Methods Using the data of customers using the intelligent guided examination system,the findings of this paper were confirmed by econometric methods.Results By applying the intelligent guided examination system,customers queuing time was reduced.Compared with projects with low expected time cost,customers were more willing to comply with the intelligent guided examination system in projects with high expected time cost.Customers'perceived cost of waiting had a negative impact on their compliance behavior.Conclusion The use of intelligent guided examination system can improve the efficiency of medical checkups,and hospitals can reduce customers'perceived time costs by improving queue mobility and providing a comfortable queuing environment,so as to improve customers'compliance with the intelligent guided examination system.

关 键 词：智能导检系统 智能系统有效性 客户遵从性 

分 类 号：R197[医药卫生—卫生事业管理] R319[医药卫生—公共卫生与预防医学]