摘要
目的探索移动医疗服务患者感知价值维度构成,及其对患者满意度和行为意向的影响路径。方法采用定性研究结合小规模问卷,划分患者感知价值维度并建立理论模型;通过正式问卷采集数据,并运用结构方程进行验证。结果功能价值、情感价值、效率价值和知识共享价值正向影响患者满意度和行为意向,社会价值对患者满意度和行为意向影响不显著。结论移动医疗服务提供方应优化就医流程,提高系统可操作性,提升服务质量和医疗效果。为患者提供高性价比的医疗服务,提高用户满意度和使用黏性。
Objective To explore the composition of patients’perceived value dimension in mobile medical service,and its influence on patients’satisfaction and behavior intention.Methods Qualitative research and small-scale questionnaire were used to study the dimensions of patients’perceived value and establish a theoretical model.Data was collected through questionnaire survey and verified by structural equation model.Results Functional value,emotional value,efficiency value and knowledge sharing value had significantly positive influence on patients’satisfaction and behavioral intention.Social value had insignificant influence on patients’satisfaction and behavioral intention.Conclusion It is suggested for the mobile medical service provider to optimize the medical process,improve the system operability,provide cost-effective medical services for patients in increasing their satisfaction and stickiness.
出处
《中国卫生事业管理》
北大核心
2021年第5期334-338,共5页
Chinese Health Service Management
基金
蚌埠医学院人文社科重点项目“‘互联网+医疗健康’背景下移动医疗服务患者感知价值维度及其对满意度的影响研究”(BYKY2019192skZD)
国家社科基金项目“新媒体环境下农村中年居民健康信息获取障碍”(17BGL262)。
关键词
移动医疗
患者感知价值
满意度
行为意向
mobile medical services
patients’perceived value
satisfaction
behavioral intention
