沙特阿拉伯南部政府医院服务质量感知对患者满意度的影响。
The impact of service quality perception on patient satisfaction in government hospitals in southern Saudi Arabia.
作者信息
Alghamdi Faris S
机构信息
Faculty of Financial and Administrative Sciences, Business Administration Department, Al-Baha University, Al-Baha, Kingdom of Saudi Arabia. Tel. +966 (17) 7274111. Fax +966 (17) 7274264. E-mail.
出版信息
Saudi Med J. 2014 Oct;35(10):1271-3.
OBJECTIVES
To examine the impact of service quality perception on patient satisfaction and determine which dimension from 5 dimensions (tangible, reliability, responsive, assurance, and empathy) has the greatest impact on patient satisfaction.
METHODS
A total of 183 eligible patients participated in this study. This study was conducted in Al-Baha province, Saudi Arabia from June 2013 to August 2013. We utilized the cross-sectional method, using a modified Assessment of Service Quality questionnaire to collect the data.
RESULTS
To test the study hypothesis, multiple regression analysis was carried out. Analysis of variance revealed that the overall result showed a statistically significant impact of health service quality on patient satisfaction (p=0.000). The beta-weights (beta) suggested that the empathy dimension had the greatest influence on patient satisfaction (beta=0.476), followed by tangible (beta=0.198) and responsiveness dimensions (beta=0.164).
CONCLUSION
Patient satisfaction was influenced by health service quality, with the empathy dimension as the greatest influence on patient satisfaction. Therefore, it should be considered a priority by government hospitals to train doctors in interpersonal relationship skills to enhance the doctor-patient relationship.
目的
探讨服务质量感知对患者满意度的影响，并确定五个维度（有形性、可靠性、响应性、保证性和移情性）中哪个维度对患者满意度的影响最大。
方法
共有183名符合条件的患者参与了本研究。本研究于2013年6月至2013年8月在沙特阿拉伯的巴哈省进行。我们采用横断面研究方法，使用改良的服务质量评估问卷收集数据。
结果
为检验研究假设，进行了多元回归分析。方差分析显示，总体结果表明卫生服务质量对患者满意度有统计学意义上的显著影响（p=0.000）。β权重（β）表明，移情性维度对患者满意度的影响最大（β=0.476），其次是有形性（β=0.198）和响应性维度（β=0.164）。
结论
患者满意度受卫生服务质量影响，其中移情性维度对患者满意度影响最大。因此，政府医院应将培训医生的人际关系技能以改善医患关系作为优先事项。
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