摘要
目的了解服务属性对患者满意感的非对称性影响。方法自行设计调查问卷,对上海市3所三级甲等医院的住院患者进行患者满意感的调查,采用因子分析以及含虚拟变量的多元线性回归分析。结果影响住院患者满意感的属性包括三大类,即医疗质量与沟通、等待时间以及后勤设施等。同时,研究发现不同的服务属性对总体满意感有着非对称性的影响。结论制定管理决策时应考虑服务属性的正面与负面效用。
Objective To find out the asymmetrical influence of services attributes on the satisfaction of inpatients. Methods Adopting questionnaire to survey inpatients in 3 first-class tertiary hospitals in Shang hai, the results are analysis by a factor analysis and a dummy variable regression. Results Three factors exert influence on the sense of satisfaction among inpatient.s, which are clinical quality and of medical staffs, waiting time and logistics. ALso, we find the influence of different service attributes on overall satisfaction is asymmetrical. Conclusion Mangers of hospital should pay attention to both positive and negative aspects of service attributes.
出处
《中国卫生统计》
CSCD
北大核心
2007年第6期600-603,共4页
Chinese Journal of Health Statistics
关键词
服务属性
总体满意感
非对称性
实证研究
Service attribute
Overall satisfaction
Asymmetrical effect
Empirical study
