土耳其社区药房的服务质量,门诊患者满意度和忠诚度:一个结构方程建模方法
İsa Gül1, Ender Tunçer Helvacıoğlu1, Sinan Saraçlı2
1Department of Healthcare Management, Faculty of Health Sciences, Afyonkarahisar Health Sciences University, Afyonkarahisar, Turkey.
Exploratory research in clinical and social pharmacy
|November 29, 2023
概括
社区药房通过药品供应和沟通等因素提高患者满意度,从而提高患者的忠诚度. 专注于服务质量和社交互动是社区药房持续成功的关键.
科学领域:
- 药房实践 在药房实践.
- 医疗保健服务研究 医疗服务研究
- 患者体验 患者体验
背景情况:
- 社区药房对于医疗保健提供至关重要,平衡制药服务与业务运营和患者社会互动.
- 社区药房服务的可持续性取决于服务质量,患者满意度和患者忠诚度.
- 了解服务因素,满意度和忠诚度之间的相互作用对于社区药房管理至关重要.
研究的目的:
- 开发一个模型,评估服务因素对社区药房患者满意度的影响.
- 为了确定患者满意度和患者忠诚度之间的关系.
- 确定影响患者认知和忠诚度的关键服务要素.
主要方法:
- 一项涉及402名参与者的横截面研究,在土耳其的Afyonkarahisar.
- 通过调查问卷收集的数据评估了人口统计,服务因素,满意度和忠诚度.
- 用于数据分析的结构方程建模 (SEM).
主要成果:
- 沟通,态度,药品供应和药房环境对患者满意度产生了显著的积极影响.
- 药品供应是对患者满意度影响最大的服务因素 (β=0.43).
- 患者满意度强烈预测了患者的忠诚度 (β=0.72).
结论:
- 社区药房可以通过改善服务因素来提高患者满意度,从而促进患者的忠诚度.
- 专注于药品供应,沟通和药房环境对于提高满意度至关重要.
- 满足患者的医疗和社会期望对于社区药房的可持续性至关重要.
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