摘要
Abstract
Objective The thesis aimed to develop patients'satisfaction questionnaire to make the investigation of the patients'satis-faction more scientific and effective .Methods Based on the American customer satisfaction index model theory ( ACSI ) and with refer-ence of domestic studies of patients'satisfaction,two surveys with project analysis ,exploratory factor analysis and conformatory pactor a-nalysis were used .Results The questionnaire determined by exploratory factor analysis and confirmatory factor analysis contained six di -mensions(constraint condition,patient expectations,quality perception,patient satisfaction,patient complain and patient loyalty)and 17 i-tems in total.Cronbach alpha coefficient of questionnaire was 0.871.Confirmatory factor analysis,showed that fitting index were good χ2/df=1.758,GFI=0.936,NFI=0.910,CFI=0.959,TLI=0.950,RFI=0.892,RMSEA=0.047.Conclusion The patients'satisfaction questionnaire based on ACSI model proves to have good reliability and validity which can be applied to effectively measure patients 'satis-faction and as a survey tool to further research .关键词
问卷编制/病人满意度问卷/信效度检验/美国顾客满意度指数Key words
Questionnaire Design/Questionnaire of Patients'Satisfaction/Reliability and Validity/ACSI分类
社会科学
