College of Business Administration, Huaqiao University, Quanzhou, China.
School of Economics and Management, Huaiyin Normal University, Huai'an, China.
Front Public Health. 2022 May 25;10:876266. doi: 10.3389/fpubh.2022.876266. eCollection 2022.
Based on the service encounter perspective, this study combines theoretical foundations for such factors as service quality and the characteristics of the hospital service industry to develop a research model scale to investigate whether the quality of hospital services affects patients' perceptions of health service encounters, trust, and loyalty. Nowadays, with the advancement of medical technology, patients pay more attention to the quality of medical services and good service encounters provided by healthcare professionals in order to establish positive patient relationships; hospitals need to improve their own service quality and establish good patient trust relationships so that doctor-patient satisfaction and loyalty can be improved. In a review of related literature, this study found that most past studies focused on issues related of quality of medical services and patient satisfaction, but ignored those related to the relationship between medical service encounters and patient trust and loyalty, as well as the lack of scientific measurement markers for service encounters in the Chinese medical service industry. Therefore, this study uses the Service Encounter Perspective and Service Quality Theory Development Research Scale to collect and analyze data for a typical case of a Chinese tertiary hospital. Finally, this study explores the relationship between the four variables of service quality, service encounter, trust, and loyalty by means of a questionnaire and statistical analysis of the data. Finally, it is concluded that the higher the service quality of the hospital, the higher the customer trust, the higher the service encounter, and in the greater the doctor-patient loyalty.
基于服务接触视角，本研究结合服务质量和医院服务行业特点等理论基础，开发研究模型量表，以调查医院服务质量是否影响患者对医疗服务接触、信任和忠诚度的感知。如今，随着医疗技术的进步，患者更加注重医疗服务质量和医护人员提供的良好服务体验，以建立积极的医患关系；医院需要提高自身服务质量，建立良好的患者信任关系，从而提高医患满意度和忠诚度。在对相关文献进行回顾时，本研究发现，以往大多数研究都集中在医疗服务质量和患者满意度等相关问题上，但忽略了医疗服务接触与患者信任和忠诚度之间的关系，以及中国医疗服务行业服务接触缺乏科学的测量标记。因此，本研究采用服务接触视角和服务质量理论发展研究量表，以中国一家三甲医院为典型案例进行数据收集和分析。最后，本研究通过问卷调查和数据分析的方式，探讨了服务质量、服务接触、信任和忠诚度这四个变量之间的关系。研究结果表明，医院服务质量越高，客户信任度越高，服务接触越好，医患忠诚度越高。
