| 基于ACSI的远程会诊患者满意度实证研究 |
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| 引用本文： | 翟运开,赵端端,赵杰.基于ACSI的远程会诊患者满意度实证研究[J].科技管理研究,2019,39(14):218-223. |
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| 作者姓名： | 翟运开 赵端端 赵杰 |
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| 作者单位： | 郑州大学管理工程学院;互联网医疗系统与应用国家工程实验室,河南郑州 450001;郑州大学管理工程学院;互联网医疗系统与应用国家工程实验室,河南郑州,450001 |
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| 基金项目： | 国家自然科学基金资助项目“大数据环境下远程医疗质量影响因素及评价模型研究”（71673254）；教育部人文社会科学研究规划基金项目“基于大数据技术的远程医疗服务质量评价研究”（16YJAZH074） |
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| 摘 要： | 基于美国顾客满意度指数模型,构建远程会诊患者满意度模型,并通过问卷调查收集相关数据,通过SmartPLS3.0对远程会诊的患者满意度模型进行假设性检验,分析患者对远程会诊满意度的影响因素。结果表明,患者满意度与患者感知质量、患者信任、患者抱怨呈正相关;患者满意度与患者期望、感知价值之间的假设关系没有得到实证支持。结论影响远程会诊的患者满意度的关键因素路径是患者期望→感知质量→患者满意度→患者信任。
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| 关 键 词： | 远程会诊 患者满意度 美国顾客满意度模型 |
| 收稿时间： | 2018/7/17 0:00:00 |
| 修稿时间： | 2018/10/17 0:00:00 |
An empirical study on the effects of patient satisfaction in teleconsulting based on ACSI model |
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| Zhai Yunkai,Zhao Duanduan,Zhao Jie.An empirical study on the effects of patient satisfaction in teleconsulting based on ACSI model[J].Science and Technology Management Research,2019,39(14):218-223. |
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| Authors: | Zhai Yunkai Zhao Duanduan Zhao Jie |
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| Institution: | (School of Management Engineering, Zhengzhou University;National Engineering Lab of Internet Medical System and Application, Zhengzhou 450001, China) |
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| Abstract: | Based on American customers' Satisfaction Index (ACSI), a satisfaction model of teleconsultation patients was constructedby collecting relevant data through questionnaire. The SmartPLS3. 0 was used to analyze the influencing factors of patient' s satisfaction in teleconsultation by a hypothetical test. ResultsThe results showed that the patients' satisfaction was positively correlatedwiththe perceived quality, patients' trust, and patients ' complaint;the patients' satisfaction with the patients' expectation, perceived valuehad no effect on the attitudes toward teleconsultation. ConclusionThe key paths that influence the satisfaction of patients in teleconsultation are patients' expectation → perceived quality → patients' satisfaction → patients' trust. |
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| Keywords: | teleconsultation satisfaction of patients American customers’ satisfaction index model |
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