Spiridon Ș, Gheorghe C M, Gheorghe I R, Purcărea V L
Elias University Emergency Hospital, Bucharest, Romania.
Department of Marketing and Medical Technology, "Carol Davila" University of Medicine and Pharmacy, Bucharest, Romania.
J Med Life. 2018 Apr-Jun;11(2):168-174.
The competitive environment forces health care organizations to measure the quality and satisfaction as perceived by their health care consumers in order to determine both their financial and non-financial performance. The aim of this study was to examine the role of the consumers' emotional satisfaction in health care services. More exactly, the study investigated the role of emotional satisfaction in two directions: as a consequence of perceived functional quality and as a precursor of the consumers' behavioral intentions, such as loyalty and WOM, integrated into a conceptual model. The sample size was of 100 respondents, health care consumers of a private medical organization. The sampling method consisted of quota sampling, suggesting that each fifth individual received a questionnaire. The demographic profile of the health care consumers was determined in SPSS version 21 and the model was validated in SmartPls version 3, using the Structural Equation Modeling. Most of the respondents (51%) were male, from urban residential area (56%) and were aged between 28 and 37 years (40%). In terms of education, the vast majority had university degrees (47%), with their revenue between 2600-3000 RON (27%), married (51%) and who visited the doctor because of routine check-ups (47%). Moreover, the empirical model revealed that there are positive relationships between relationship quality and perceived quality, relationship quality and emotional satisfaction, perceived quality and loyalty, emotional satisfaction and loyalty as well as emotional quality and WOM.
竞争环境迫使医疗保健机构衡量其医疗保健消费者所感知的质量和满意度，以便确定其财务和非财务绩效。本研究的目的是考察消费者情感满意度在医疗保健服务中的作用。更确切地说，该研究从两个方向考察了情感满意度的作用：作为感知功能质量的结果，以及作为消费者行为意图（如忠诚度和口碑传播）的先导，并将其整合到一个概念模型中。样本量为100名受访者，均为一家私立医疗机构的医疗保健消费者。抽样方法包括配额抽样，即每五个人中就有一人收到问卷。在SPSS 21版本中确定了医疗保健消费者的人口统计学特征，并在SmartPls 3版本中使用结构方程模型对该模型进行了验证。大多数受访者（51%）为男性，来自城市居民区（56%），年龄在28至37岁之间（40%）。在教育方面，绝大多数人拥有大学学位（47%），收入在2600 - 3000罗马尼亚列伊之间（27%），已婚（51%），因定期体检而去看医生（47%）。此外，实证模型表明，关系质量与感知质量、关系质量与情感满意度、感知质量与忠诚度、情感满意度与忠诚度以及情感质量与口碑传播之间存在正相关关系。
