医院服务失误与服务补救对患者忠诚度影响的实证研究

An empirical study on impacts of medical service failure and remedy on patients' loyalty

本研究采用关键事件技术分析法,对187位患者所经历的医疗服务失误及其补救事件进行调查;从患者感知失误严重性和失误归因角度分析医疗服务失误对患者满意度的影响;然后运用公平理论三要素将补救措施整理归类九个方面;最后使用结构方程模型分析医院服务失误与补救对患者满意度和忠诚度的影响。

187 patients once encountered medical service failure and service remedy by using critical incident technique are investigated. The influences of medical services failure on patients＇ satisfaction from the perspective of patients＇ perceived severity and attribution of service failure are analyzed. Ba.,;ed on three aspects of fairness theory, service remedy measures are categorized into nine types. Struetnral equation model is used to explore the impact of medical service failure and remedy on patients＇ satisfaction and theirs loyalty.