军队医院服务属性对患者总体满意度影响的非对称性研究

Asymmetrical Relationship between Service Attributes and Satisfaction Degree of Patients in Military Hospital

目的了解服务属性对患者满意度的非对称性影响。方法自行设计调查问卷,对某医院的住院患者进行患者满意度调查,采用因子分析及含虚拟变量的多元线性回归分析。结果影响住院患者满意度的属性包括三大类,即医疗质量及沟通、等待时间、后勤设施。同时,研究发现不同的服务属性对总体满意度有着非对称性的影响。结论制定管理决策时应考虑服务属性的正面与负面效用。

Objective To find out the asyrmnetrical influence of services attributes on the satisfaction degree of inpatients. Methods Questionnaire was designed to survey the satisfaction degree of inpatients in a hospital Results were analyzed by factor analysis and multivariate linear regression analysis with dummy variables. Results Three factors had influence on the satisfaction degree of inpatients, i.e. medical quality and doctor-patient communication, waiting time and back-up facilities. Different service attributes had asymmetrical influence on overall satisfaction degree. Conclusion Hos pital managers should pay attention to both positive and negative aspects of service attributes.