基于SEM的城市社区卫生服务顾客满意度指数模型的实证研究

An Empirical Study of Customer Satisfaction Index Model of Urban Community Health Services Based on SEM

目的 通过实证研究对社区卫生服务顾客满意度指数模型进行修正,构建更符合社区特点的顾客满意度指数模型.方法 从2007~2009年,在武汉市城区5个具有代表性的社区卫生服务中心进行为期3年的顾客满意度问卷调查,利用Amos 17.0进行结构方程模型分析.结果 3年来,武汉市居民对社区卫生服务总满意度评分分别为69.85,71.40和69.81分,处于＂一般＂和＂比较满意＂之间.通过结构方程模型分析,去除机构形象潜变量、质量感知到顾客满意度路径、顾客满意度到顾客忠诚路径,顾客满意度指数模型达到最优.结论 武汉市社区卫生服务调查数据与顾客满意度指数模型拟合较好,该模型不失为一种测量社区卫生服务顾客满意度的基础模型,但仍有改进之处.

Objectives To modify the customer satisfaction index model of community health services on the base of the empirical study, and set up an improved customer satisfaction index model for practical application. Methods We investigated customers selected from the five representative urban community health services centers in Wuhan from 2007 to 2009. Amos 17. 0 was employed for structural equation modeling analysis. Results The overall satisfaction scores of community health service were 69.85,71.40 and 69.81 for three years, a level between ＂general＂ and ＂more satisfied＂. Through analysis of structural equation model（SEM）, the Customer satisfaction index model was optimized by removing Organization Image （i. e. latent variable）, the two paths of from Perceived Quality to Customer Satisfaction and from Customer Satisfaction to Customer Loyalty. Conclusions Customer satisfaction index model is goodness of fit for SEM using survey sample data from Wuhan community health services, which shows it is a better basic model to measure the customer satisfaction of community health services, but modification is needed.