文献类型：期刊文献

中文题名：上海市医院门诊部服务质量与病人满意度的关系研究

英文题名：A study on the relationship between the attributes of service and patient’s satisfaction in outpatient clinic of hospital

作者：姚耀[1];骆守俭[1];傅小婧[1]

机构：[1]华东理工大学商学院工商管理系,上海200237

年份：2007

卷号：21

期号：5

起止页码：368

中文期刊名：卫生软科学

外文期刊名：Soft Science of Health

收录：CSTPCD

语种：中文

中文关键词：病人满意度;服务质量属性;门诊病人;医院管理

外文关键词：patients＇ satisfaction; service quality attributes; outpatient clinic; hospital management

摘要：[目的]了解影响病人满意度的服务质量属性。[方法]自行设计问卷,对上海市3所三级甲等医院和1所二级甲等医院的202位病人进行满意度调查,结果采用因子分析与多元线性回归分析。[结果]影响病人满意度的服务质量属性包括五大类:医生关心、医生专业能力、工作人员关心、环境与设施和等待时间。其中,医生专业能力是影响病人满意度的最大因素,其次分别为工作人员关心、医生关心、环境与设施,等待时间的影响较弱。[结论]根据服务质量属性重要程度的不同采取不同的管理措施。
Objective To find out the service attributes which will influence on patients＇ satisfaction. Method Applying questionnaires to survey 202 outpatients in three first-class hospitals and one second-class hospital in Shanghai. The data are analyzed by factor analysis and multi-linear regression analysis. Result It is showed that five factors influence on the patient＇s satisfaction. Physician＇s profession ability is listed in the most significant impact, followed by the factors of staff concern, physician concern and environment ＆ facilities, while the factor of waiting time plays minor influence. Conclusion The different management measures should be applied according to different service attributes.