患者信任对服务质量与患者满意度之间的关系的调解效应
Mais Al-Hilou1, Taghrid Suifan1
1The University of Jordan, Amman, Jordan.
International journal of health care quality assurance
|November 8, 2023
概括
服务质量显著影响患者的满意度和信任. 患者的信任部分调解了这种关系,强调了它在约旦安曼医疗保健机构中的重要性.
科学领域:
- 医疗保健管理的管理
- 服务质量研究 服务质量研究
- 患者体验研究 患者体验研究
背景情况:
- 了解影响患者满意度的因素在医疗保健中至关重要.
- 服务质量和患者信任是患者满意度的关键决定因素.
- 关于中东医疗保健背景下这些关系的研究有限.
研究的目的:
- 调查患者信任在服务质量与患者满意度之间的调解作用.
- 为了检查医疗保健服务质量,患者信任和满意度在约旦安曼.
- 将现有的客户服务文献扩展到非西方国家的医疗保健机构.
主要方法:
- 在约旦安曼一家私立医院的350名患者中进行了一项定量研究.
- 数据采集使用高响应率 (91%) 的问卷.
- 使用SPSS进行了统计分析,以检查拟议的关系.
主要成果:
- 服务质量显著影响患者满意度和患者信任.
- 患者的信任显著影响患者的满意度.
- 发现患者的信任部分调解了服务质量和患者满意度之间的关系.
结论:
- 服务质量,患者信任和患者满意度在约旦私人医院部门是相互关联的.
- 该研究为安曼的医疗保健提供者提供了宝贵的见解,以提高患者体验.
- 这项研究为医疗保健中已建立的服务质量模型提供了一个非西方的视角.
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