基于ACSI的远程会诊患者满意度实证研究

An empirical study on the effects of patient satisfaction in teleconsulting based on ACSI model

摘要:

目的 探索构建远程会诊患者满意度模型，研究远程会诊患者满意的影响因素。方法 基于美国顾客满意度指数模型，构建远程会诊患者满意度模型，并通过问卷调查收集相关数据，通过SmartPLS3.0对远程会诊的患者满意度模型进行假设性检验，分析患者对远程会诊满意度的影响因素。结果 本研究共回收119 0份问卷，其中有效问卷413份，问卷的有效率为34.7%。患者的满意度与患者感知质量、患者信任、患者抱怨呈正相关；患者满意度与患者期望、感知价值之间的假设关系没有得到实证支持。结论 影响远程会诊的患者满意度的关键因素路径是患者期望→感知质量→患者满意度→患者信任。

关键词:远程会诊; 患者满意度; 美国顾客满意度模型;

Abstract:

Abstract: Objective To explore and establish the satisfaction model of teleconsultation patients from the perspective of patients’perception and to explore its influencing factors. Methods Based on American Customers’ Satisfaction Index (ACSI), a satisfaction model of teleconsultation patients were constructed, by collecting relevant data through questionnaire,The SmartPLS3.0 was used to analyze the influencing factors of patient's satisfaction in teleconsultation by a hypothetical test. Results In this study, 119 0 questionnaires were collected and 413 valid questionnaires were obtained, the effective recovery tare was 34.7%. The results showed that the patients' satisfaction were positively correlated with the perceived quality, patients' trust, patients' complaint; the patients' satisfaction with the patients' expectation, perceived valuehad no effect on the attitude toward using. Conclusion The key paths that influencing the satisfaction of patients in teleconsultation are patients' expectation → perceived quality → patients' satisfaction → patients' trust.

Key words:Teleconsultation; The satisfaction of patients; American customers’ satisfaction index model;