服务景观对互动质量,服务质量和医疗保健环境中的行为意图的影响
Sohyun An1, Pyoungsoo Lee2, Choong Ho Shin2
1Graduate School of Service Management, Kyonggi University, Seoul 03753, Republic of Korea.
Healthcare (Basel, Switzerland)
|September 28, 2023
概括
改善医疗保健服务格局和互动质量提高服务质量,并鼓励患者重新访问. 这项研究为医疗保健设施运营和服务管理提供了洞察力.
科学领域:
- 服务管理服务管理.
- 医疗保健操作 医疗保健操作
- 消费者行为 消费者行为
背景情况:
- 医疗保健行业在优化患者体验和设施运营方面面临着挑战.
- 了解物理环境 (服务环境) 对患者感知的影响至关重要.
研究的目的:
- 开发和经验测试一个概念框架,将服务景观,交互质量和医疗保健环境中的患者结果联系起来.
- 确定改善服务质量的关键驱动因素,并促进医院和诊所的患者忠诚度.
主要方法:
- 开发了一个概念框架,整合了服务景观,客户感知和行为.
- 结构方程建模 (SEM) 用于数据分析.
- 在过去一年内,从271名在韩国首尔医疗机构接受治疗的患者收集了数据.
主要成果:
- 服务环境的改进对感知到的服务质量有积极的影响.
- 提高互动质量是患者满意度和再访的重要驱动因素.
- 服务环境和交互质量都是患者忠诚度和重复访问的关键决定因素.
结论:
- 医疗机构可以通过投资改善服务环境和员工互动培训来提高服务质量,并鼓励患者再访.
- 这些发现为服务管理提供了理论上的贡献,并为医疗保健业务提供了实际指导.
- 通过环境和人际关系因素优化患者体验对于医疗保健的成功至关重要.
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