影响患者选择一级民营医院就诊意愿因素分析——基于满意度的中介作用  

Analysis of Factors Influencing Patients’ Willingness to Choose Primary Private Hospitals for Medical Treatment—Mediating Role Based on Satisfaction

作　　者：江冬琴 

机构地区：[1]贵州大学管理学院,贵州 贵阳

出　　处：《运筹与模糊学》2023年第4期3644-3653,共10页Operations Research and Fuzziology

摘　　要：为了研究影响患者选择一级民营医院就诊的因素,本文运用了消费者满意度模型,并使用SPSS25统计软件进行了线性回归分析,实证研究结果显示,医院形象、服务质量和感知价值这三个变量对于患者的满意度具有显著地正向影响,满意度在这三个变量与就诊意愿之间中介效应显著。通过分析结果,我们得出结论,民营医院应该在形象、服务质量和感知价值方面加强努力,以提高患者的满意度,从而提高他们选择就诊的意愿。首先,民营医院应该注重打造良好的形象,可以通过品牌建设和口碑营销来提升其知名度和声誉。其次,民营医院需要提供高质量的服务。可以从提升医务人员的专业水平和服务态度,改善就诊环境和设施条件,以及提供便捷的就医流程方面来提升患者满意度。此外,医院还应注重提供高性价比的医疗服务,患者在感知到医疗服务的价值时,会提高其满意度更有可能选择就诊。通过不断改进和提升,一级民营医院有望在竞争激烈的医疗市场中脱颖而出,为患者提供更好的医疗服务。一级民营医院得到进一步的发展,可以有效地缓解我国医疗拥挤的问题。In order to study the factors that affect patients’ choice of first-class private hospitals, this paper applied a consumer satisfaction model and conducted a linear regression analysis using SPSS25 statistical software. The results of the empirical study showed that the three variables of hospital image, service quality and perceived value had a significant positive effect on patients’ satis-faction, and the mediating effect of satisfaction between these three variables and willingness to visit was significant. By analyzing the results, we conclude that private hospitals should strengthen their efforts in image, service quality and perceived value to improve patients’ satisfaction and thus their willingness to choose to visit. First, private hospitals should focus on building a good image, which can be done through brand building and word-of-mouth marketing to enhance their visibility and reputation. Secondly, private hospitals need to provide high-quality services. Patient satisfaction can be improved by enhancing the professionalism and service attitude of medical staff, improving the environment and facilities, and providing a convenient access process. In addition, hospitals should also focus on providing cost-effective medical services. Patients who perceive the value of medical services will increase their satisfaction and are more likely to choose to visit the hospital. Through continuous improvement and enhancement, first-class private hospitals are expected to stand out in the highly competitive medical market and provide better medical services to patients. The further development of private level I hospitals could effectively alleviate the problem of medical overcrowding in China.

关 键 词：满意度 医院形象 服务质量 感知价值 就诊意愿 

分 类 号：R47[医药卫生—护理学]