Hall M C, Elliott K M, Stiles G W
Department of Marketing, Mankato State University, MN 56002.
J Hosp Mark. 1993;7(2):77-90. doi: 10.1300/J043v07n02_08.
This paper investigates the correlates, dimensionality, and determinants of patient satisfaction in the hospital health care encounter. All of the individual hospital characteristics assessed were found to be significantly related to patient satisfaction. The findings suggest that patients evaluate hospital service quality along four distinct dimensions. The relative importance of these four factors in predicting overall satisfaction, in descending order, is: (1) physician/capabilities, (2) nurses/staff, (3) amenities, and (4) accessibility. In combination, these four factors explain 63 percent of overall patient satisfaction.
本文研究了医院医疗服务中患者满意度的相关因素、维度及决定因素。所评估的所有医院个体特征均被发现与患者满意度显著相关。研究结果表明，患者沿着四个不同维度评估医院服务质量。这四个因素在预测总体满意度方面的相对重要性，从高到低依次为：（1）医生/能力，（2）护士/工作人员，（3）便利设施，（4）可及性。综合起来，这四个因素解释了患者总体满意度的63%。
