服务环境在患者临床护理等待体验中的作用:来自发展中国家的证据
Abdul Rauf1, Norhilmi Muhammad2, Hamid Mahmood3
1Faculty of Business and Management, Universiti Sultan Zainal Abidin, Kuala Terengganu, Malaysia.
PloS one
|October 15, 2024
概括
调查医疗保健服务景观显示,物理环境显著影响患者的满意度和未来的意图. 积极的患者体验,由快乐和满意驱动,增强重新赞助和推.
科学领域:
- 医疗保健管理的管理
- 服务营销服务营销
- 患者体验研究 研究研究
背景情况:
- 服务环境,包括医疗机构的物理环境,在患者的感知和行为中起着至关重要的作用.
- 了解服务环境,患者情绪和行为意图之间的相互作用对于改善医疗保健服务提供至关重要.
研究的目的:
- 检查服务环境对医疗保健机构内患者重新赞助和推意向的影响.
- 调查服务环境和患者行为意图之间的关系中快乐和满意度的调解作用.
主要方法:
- 在巴基斯坦的旁遮普省,对431名门诊患者进行了横截面调查.
- 使用AMOS和SPSS的结构方程建模 (SEM) 用于数据分析.
主要成果:
- 服务环境与患者的意图有显著的直接和间接关联,部分由快乐和满意度介导.
- 快乐和满意度对患者的重新赞助和推意图产生了积极的影响.
- 服务场景和快乐解释了30%的患者满意度差异;快乐和满意度解释了50%的再赞助和31%的推意图.
结论:
- 该研究证实了服务环境对患者满意度和医疗保健中的行为意图产生重大影响.
- 医疗管理人员可以利用服务环境的元素来提高患者的满意度,从而提高忠诚度和积极的口碑.
- 结果为服务领域的文献提供了理论贡献,并为私立医院管理提供了实际见解.
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