服务对象的感知控制、感知质量与满意度的关系分析--基于生殖健康服务领域的研究

A Study about the Relationship of Client Perceived Control,Perceived Quality and Satisfaction with Reproductive Health Care

采用2006年在北京宣武、天津和平、山东即墨、浙江德清和安徽居巢五县区的生殖健康项目的调查数据,对生殖健康/计划生育优质服务中服务对象的感知控制、感知质量与满意度之间的关系进行分析。服务对象的满意度显著高于感知质量;感知控制显著正向影响其对服务质量的感知和对服务的满意度。感知控制越高,感知质量和满意度越高;感知控制对两者的影响并无显著差异。感知控制对满意度的影响和感知质量对满意度的直接影响并无显著差异,但是感知控制调节感知质量与服务满意度之间的关系,感知控制高时,感知质量对服务满意度的影响相对减弱。

This paper analyzes that the relationship of client perceived control, perceived quality and satisfaction with reproductive health care. The results show that, client satisfaction ratings are significant higher than perceived quality;client perceived control have positive relations with perceived quality and satisfaction ratings, on which the impacts have no significant difference; client perceived control and perceived quality have the same extent of impacts on satisfaction ratings, but as the former strengthens, it weakens the affection of the latter on satisfaction rating.