Pevec Teodor, Pisnik Aleksandra
General Hospital Ptuj, Surgery Department, Potrčeva 23, 2250 Ptuj, Slovenia.
University of Maribor, Faculty of Economics and Business, Razlagova 14, 2000 Maribor, Slovenia.
Zdr Varst. 2018 Oct 1;57(4):175-182. doi: 10.2478/sjph-2018-0022. eCollection 2018 Dec.
Perceived value and its antecedents and consequences have been claimed to be important in industries with higher customer involvement. The aim of this paper is therefore to empirically assess the conceptual model, with perceived service value as its central component. It also investigates how it affects loyalty and satisfaction, how it is influenced by its antecedents, and to compare with other studies investigating partial relationship between variables.
A total of 800 patients were enrolled in the main study, and the data was analysed using exploratory and confirmatory factor analyses. By modelling linear structural equations, we assessed reliability and established the convergent and discriminant validity of the questionnaire in the same way as in the pilot study.
In the conceptual model for testing our hypotheses, we also included the relationship between patient satisfaction and loyalty. In this manner, the fitting of data to the model was significantly improved. After including the additional relationship, global fit indices had the following values: Chi-square=349.6 (sig.=0.00), df=143, RMSEA=0.05, NFI=0.96, CFI=0.97. All relationships between the constructs were statistically significant, thus confirming all our hypotheses.
The major conclusion of this paper is that an especially higher reputation and higher perceived service quality can contribute to perceived service value and therefore to more satisfied patients. The research approach has a few limitations. In the future, the model of perceived service value can be extended with variables such as emotions, patient trust, and commitment as well.
在客户参与度较高的行业中，感知价值及其前因和后果被认为很重要。因此，本文的目的是对以感知服务价值为核心组成部分的概念模型进行实证评估。本文还研究了感知服务价值如何影响忠诚度和满意度，其如何受到前因的影响，并与其他研究变量间部分关系的研究进行比较。
共有800名患者参与了主要研究，并使用探索性和验证性因素分析对数据进行了分析。通过构建线性结构方程，我们评估了问卷的信度，并以与预试验相同的方式确立了问卷的收敛效度和区分效度。
在用于检验假设的概念模型中，我们还纳入了患者满意度与忠诚度之间的关系。通过这种方式，数据与模型的拟合度得到了显著改善。纳入额外关系后，整体拟合指数具有以下值：卡方=349.6（显著性=0.00），自由度=143，近似均方根误差=0.05，规范拟合指数=0.96，比较拟合指数=0.97。各构念之间的所有关系均具有统计学显著性，从而证实了我们所有的假设。
本文的主要结论是，尤其较高的声誉和较高的感知服务质量可有助于提升感知服务价值，进而使患者更加满意。该研究方法存在一些局限性。未来，感知服务价值模型还可扩展纳入诸如情感、患者信任和承诺等变量。
