互联网医院的人工智能咨询服务如何影响患者满意度:结构分析
Junkai Wang1,2, Linru Fu3, Zeguang Huang1
1Information Technology Department, Affiliated Hospital of Guangdong Medical University, Zhanjiang, China.
Digital health
|July 30, 2025
概括
医疗保健咨询中的AI通过技术质量和情感体验显著提高了患者的满意度. 满足感和隐私是关键的技术因素,而服务经历通过价值和情感塑造了满意度.
科学领域:
- 医疗信息学 医疗信息学
- 医疗保健中的人工智能
- 患者体验研究 研究研究
背景情况:
- 互联网医院越来越多地使用人工智能驱动的咨询服务.
- 了解影响患者对这些服务满意度的因素对于采用和改进至关重要.
研究的目的:
- 调查互联网医院的人工智能辅助咨询服务如何影响患者满意度.
- 探索这种关系中感知价值和患者情绪的调解作用.
主要方法:
- 采用双路径分析框架,将ES-QUAL模型 (技术路径) 和患者体验驱动模型 (体验路径) 结合起来.
- 结构方程建模用于分析来自1113个有效调查答案的数据.
主要成果:
- 技术质量和体验路径都显著影响了患者的满意度.
- 满足感和隐私是最具影响力的技术维度.
- 服务经历通过感知价值和情绪影响了满意度,情绪充当心理放大器.
结论:
- 通过技术质量和情感体验,人工智能驱动的咨询对患者满意度有双重影响.
- 优化人工智能医疗服务需要注意功能属性和患者的情感旅程.
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