患者感知医疗服务质量对满意度和行为意向的影响研究

摘要

目的 探讨患者感知医疗服务质量对满意度和行为意向的影响.方法 采用AMOS21.0建构以满意度为中介变量的结构方程模型,对患者感知医疗服务质量、满意度、行为意向三者进行路径分析.结果 感知医疗服务质量对行为意向(y=0.50)和满意度(γ=0.87)均产生直接影响,满意度对行为意向产生直接影响(y=0.38);以满意度为中介,感知医疗服务质量对行为意向的间接影响为0.33,中介率为39.76％.结论 感知医疗服务质量对患者满意度和行为意向均有积极影响,还能以满意度为中介间接作用于行为意向.%Objective To study the influence of patient perceived medical service quality on the satisfaction and behavioral intention.Methods The AMOS21.0 software was adopted to construct a structural equation model with satisfaction as a medium for conducting the path analysis among the perceived medical service quality,satisfaction and behavioral intention.Results The perceived medical service quality produced the direct impact on behavioral intention(y=0.50) and satisfaction(γ=0.87),the satisfaction produced the direct impact on behavioral intention(γ=0.38);with the satisfaction as a medium,the perceived medical service quality had the indirect impact(0.33) on behavioral intention and the intermediary rate was 39.76％.Conclusion The perceived medical service quality has active influence on the patient satisfaction and behavior intention,and indirectly acts on the behavioral intention with the satisfaction as intermediary agent.