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目的从感知服务质量视角探究重庆市民营医院住院患者忠诚度影响因素。方法采用改良SERVQUAL患者感知服务质量量表对重庆市26家民营医院600名住院患者展开问卷调查;利用内部一致性和建构效度检验量表信度和效度,分析方法主要有描述性分析、因子分析、相关分析和回归分析。结果有效问卷552份(92%);因子分析抽取可及性、服务态度、诊疗质量、有形性和经济性五大感知服务质量及忠诚度维度,得分分别为:4.11±0.49、4.08±0.42、3.92±0.41、3.84±0.44、3.96±0.63和3.97±0.45分。回归表明,感知服务质量对患者忠诚度存在着正向影响(P<0.05)。结论感知服务质量均是影响患者忠诚度的显著因素,民营医院可从明确细分市场、夯实医疗质量、建立竞争价格优势、创新服务模式、设计打造便捷顺畅诊疗流程和舒适温馨诊疗环境等方面采取高效措施。
Objective To explore the influencing factors of inpatient loyalty in private hospitals in Chongqing from the perspective of perceived service quality. Methods A questionnaire was conducted by using SERVQUAL Service Quality Scale of Perceived Service in 600 inpatients in 26 private hospitals in Chongqing. The internal consistency and construct validity were used to test the reliability and validity of the questionnaire. The analysis methods were mainly descriptive analysis, Factor analysis, correlation analysis and regression analysis. 552 valid questionnaires (92%) were obtained. The five factors of perceived service quality and loyalty degree of accessibility, attitude, quality of diagnosis and treatment, tangible and economic factors were as follows: 4.11 ± 0.49,4.08 ± 0.42,3.92 ± 0.41, 3.84 ± 0.44, 3.96 ± 0.63, and 3.97 ± 0.45 minutes. Regression shows that perceived quality of service has a positive effect on patient loyalty (P <0.05). Conclusion Perceived service quality is a significant factor influencing patient loyalty. Private hospitals can take measures such as clear market segmentation, medical quality, competitive price advantage, innovative service mode, design of convenient and smooth diagnosis and treatment process and comfortable and warm treatment environment Efficient measures.