护理研究2017，Vol.31Issue(36)：4629-4633,5.DOI:10.3969/j.issn.1009-6493.2017.36.012
基于ACSI模型的我国住院病人满意度指数模型构建
Construction of inpatient satisfaction index model based on ACSI model in China
摘要
Abstract
Objective:To construct the inpatient satisfaction index model in China based on the American Customer Satisfaction Index model.Methods:A total of 530 inpatients were investigated with the questionnaire of inpatient satisfaction,and to conduct statistical analysis of the survey data and structural equation modeling with SPSS 17.0 and AMOS 22.0 software.Results:There was a positive correlation between hospital patient satisfaction and hospital image,perceived quality,perceived value and patient loyalty(P＜0.05);Inpatient satisfaction was negatively correlated with constraint,disease stress,patient expectation,and patient complaints(P＜0.05).Structural equation model showed that the image of the hospital,constraint conditions,disease pressure,patient expectations,perceived quality and perceived value to the satisfaction of the standardized path coefficients were respectively 0.33,-0.21,-0.49,-0.55,0.63,0.52,satisfaction of patient loyalty and patient complaints about the standardized path coefficients were 0.40 and-0.35.The differences were statistically significant(P＜0.05).Conclusions:The model fitted well and provided a reference for the similar study of the inpatient satisfaction index model in china.关键词
住院病人/满意度/美国顾客满意度指数/结构方程模型Key words
inpatients/satisfaction/American Customer Satisfaction Index/structural equation model分类
医药卫生引用本文复制引用
谷如婷,魏丽丽,宋蕾,李少玲,邢淑云,张晓云..基于ACSI模型的我国住院病人满意度指数模型构建[J].护理研究,2017,31(36):4629-4633,5.基金项目
中华护理学会2014年度第2次立项科研课题 （）
编号:ZHKY201421. （）
