基于结构方程模型的住院患者忠诚度影响因素分析

Path analysis on influencing factors of inpatients’ loyalty based on structural equation model

[目的]构建结构方程模型探讨医疗服务质量、患者信任、转换成本、患者满意度对患者忠诚的影响路径,以期为医院提升医疗服务水平、增强住院患者忠诚度提供参考依据。[方法]通过自行编制的住院患者忠诚度问卷,对广州市某三级综合医院的405名住院患者进行问卷调查。[结果]患者满意度对患者忠诚度的直接效应值最大,为0.774;医疗服务质量以患者满意度为中介变量影响患者忠诚度,间接效应值为0.677;患者信任度以医疗服务质量、患者满意度为中介变量影响患者忠诚度,效应值为0.633;转换成本直接影响患者忠诚评价。[结论]医疗服务质量、患者信任度、转换成本、患者满意度对患者忠诚度均有正向的影响作用。医院应加强患者满意度测评在医院日常管理改进工作中的运用,切实提高医疗服务质量,重视培育患者信任度,增加患者就医转换成本,进一步提升患者对医院的忠诚度。

Objective By constructing a structural equation model to analyze the impact path of medical service quality,patient trust,conversion cost,patient satisfaction on patient loyalty so as to provide reference for improving hospitals medical service level and patient loyalty.Methods Self-made loyalty questionnaire survey was conducted to 405 inpatients in a tertiary general hospital in Guangzhou.Results Medical service quality,patient trust,conversion costs,patient satisfaction had positive impact on patient s loyalty.Patient s satisfaction had the direct effect on patient s loyalty,it s effect size was the biggest which was 0.774.The medical service quality affected patient s loyalty with patient s satisfaction as metavariable.The indirect effect value is 0.677;Patient trust affects patient loyalty with median quality of service and patient satisfaction.The effect size was 0.633.Conversion costs directly affected patient s loyalty evaluation.Conclusions The hospital should strengthen the application of patient s satisfaction assessment in daily management improvement of the hospital,effectively improve the medical services quality,attach importance to cultivate patient trust,increase patient s conversion cost,and further enhance the patient s loyalty to the hospital.