| 摘要: |
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目的 探讨医疗服务质量、患者的质量感知、满意度和患者行为的关系，并验证医疗服务质量感知的中介作用。方法 采用随机选择的方法对上海市三家医院的447名患者进行调查。结果 患者质量感知受到医疗服务质量的影响，患者满意和患者行为也均受到患者的质量感知影响；患者质量感知完全中介环境质量、技术质量和管理质量影响患者行为的关系，而部分中介人际质量影响患者行为的关系。结论 注重患者的质量感知的中介作用，以提高医疗服务质量，促进患者满意度，促进患者积极行为。 |
| 关键词: 医疗服务质量 质量感知 满意 行为 中介 |
| DOI： |
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| Analysis on the Mediating Effect of Perceived Service Quality Between Health Service Quality and Patients’ Behaviors |
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| Abstract: |
Objective
To verify the mediator role played by patients’ perceived service quality in affecting the patients’behaviors. Methods A sample of 447 inpatients from three tertiary hospitals in Shanghai was randomly interviewed by questionnaire. Results It is found that health service quality affects the patients’perceived quality, which has an influence on patient satisfaction and patients’ behaviors; Patients’ perceived service quality plays complete mediator roles in Mechanism of environmental quality, technical quality and management quality affecting their behaviors , and a partial mediator role in that of interpersonal quality. Conclusion The study conformed the importance of patients’ perceived service quality, which could improve the quality of medical service quality, promote patients’ satisfaction and their positive behaviors. |
| Key words: health service quality, perceived service quality, satisfaction, behaviors, mediating effect |
