通过不同服务质量维度提高患者行为同意：评估患者满意度的中介作用。
Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction.
机构信息
School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China.
The College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea.
出版信息
Int J Environ Res Public Health. 2019 Nov 27;16(23):4736. doi: 10.3390/ijerph16234736.
This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ-PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.
本研究旨在探讨五维度医疗服务质量（SQ）对患者行为同意（PBC）的影响。本研究进一步探讨了患者满意度（PS）在 SQ-PBC 关系中的中介作用。研究采用问卷调查法从巴基斯坦旁遮普省白沙瓦地区的公立医院收集数据。我们使用验证性因子分析（CFA）和结构方程模型（SEM）来检验假设。本研究发现 SQ 与 PBC、SQ 与 PS 以及 PS 与 PBC 之间存在正相关且显著的关系。我们的结果还表明，PS 部分中介了 SQ 与 PBC 之间的关系。本研究提供了一个综合的理论框架，涉及几个服务质量属性（SQ）如何影响医疗机构的患者行为同意（PBC）和患者满意度（PS）。通过中介方法检验这些关系是新颖的，为当前的服务质量研究做出了贡献。
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