基于结构方程模型的某医院住院患者满意度研究
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摘要
目的:依据欧洲消费者满意指数构建住院患者满意度的评价指标体系,建立评价住院患者满意度的结构方程,在此基础上探讨影响住院患者满意度的影响因素及其相互关系。方法:分阶段采用分层整群抽样的方法对某医院住院部相关科室的住院病人进行问卷调查,采用Epidata3.1建立数据库,运用SPSS21.0及Amos21.0对调查数据进行统计分析和结构方程模型拟合。结果:结构方程模型分析结果表明,在反映住院患者满意度的5个因子中,患者期望、感知硬件质量、感知软件质量、感知价值对满意度的标准化路径系数分别为-0.90、0.70、0.75、0.86,差异均具有统计学意义(P<0.05)。拟合模型的x~2/df=1.113,GFI=0.928,AGFI=0.905,PGFI=0.705,CFI=0.988,TLI=0.985,RMSEA=0.024。结论:住院患者的满意度数调查与满意度模型拟合较好,影响住院患者满意度的主要因素为医院形象、患者期望、感知硬件质量、感知软件质量和感知价值。
Objective: According to European Consumer Satisfaction Index, evaluation of patients' satisfaction and structural equation were established, to discuss influencing factors and their relationship. Methods: Patients were questionnaires by hierarchical method. A database was established by Epidata3.1. Survey data was statistically analyzed, and structural equation model was fitted by SPSS21.0 and Amos21.0. Results: Standardized path coefficients of patient expectations, perceived quality of the hardware, perceived quality of the software and perceived value were-0.90, 0.70, 0.75, 0.86(P<0.05). In fitting model,x~2/df=1.113,GFI=0.928,AGFI=0.905,PGFI=0.705,CFI=0.988,TLI=0.985,RMSEA=0.024. Conclusion: Patients satisfaction survey was better fit to satisfaction model. The main factors affecting patients' satisfaction were the image of the hospital, patients expectations, perceived quality of hardware, perceived quality of software, and perceived value.
Objective: According to European Consumer Satisfaction Index, evaluation of patients' satisfaction and structural equation were established, to discuss influencing factors and their relationship. Methods: Patients were questionnaires by hierarchical method. A database was established by Epidata3.1. Survey data was statistically analyzed, and structural equation model was fitted by SPSS21.0 and Amos21.0. Results: Standardized path coefficients of patient expectations, perceived quality of the hardware, perceived quality of the software and perceived value were-0.90, 0.70, 0.75, 0.86(P<0.05). In fitting model,x~2/df=1.113,GFI=0.928,AGFI=0.905,PGFI=0.705,CFI=0.988,TLI=0.985,RMSEA=0.024. Conclusion: Patients satisfaction survey was better fit to satisfaction model. The main factors affecting patients' satisfaction were the image of the hospital, patients expectations, perceived quality of hardware, perceived quality of software, and perceived value.
引文
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[2]周绿林,张婷婷,王森.医疗服务质量与患者满意度关系研究[J].中国卫生事业管理,2014,307(1):14-17
[3]毕丹东,宋爽.某三甲医院儿科住院患者满意度调查分析及对策研究[J].中国现代医学杂志,2014,24(11):110-112
[4]袁素维,高星,等.北京市改革试点公立医院住院患者满意度调查[J].上海交通大学学报(医学版),2013,33(6):729-734
[5]孙振球,徐勇勇.医学统计学[M].第3版.北京:人民卫生出版社,2011:465-481
[6]黄英芝,杨漫欣.基于顾客满意度指数模型的病人满意度问卷编制[J].中国健康心理学杂志,2014,22(11):1696-1698
[7]李望晨.基于ACSI与SEM的基层医疗卫生服务满意度建模研究[J].中国卫生统计,2014,31(4):607-608
[8]修燕,李丞.基于结构方程的患者感知服务态度与患者满意及其行为意向关系研究[J].中国卫生统计,2014,31(2):221-223
[9]陈春念,黄水平,卓朗.应用结构方程模型探讨门诊患者满意度[J].中国卫生统计,2012,29(2):217-219
[10]张洪成,崔爱东,何鹏,等.徐州某三级甲等医院住院患者满意度的结构方程模型研究[J].中华医院管理杂志,2013,29(9):701-702