Ai Yun, Rahman Muhammad Khalilur, Newaz Md Shah, Gazi Md Abu Issa, Rahaman Md Atikur, Mamun Abdullah Al, Chen Xia
School of Sociology and Psychology, Central University of Finance and Economics, Beijing, China.
Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, Pengkalan Chepa, Malaysia.
Front Psychol. 2022 Jul 29;13:856750. doi: 10.3389/fpsyg.2022.856750. eCollection 2022.
This study aimed to examine the healthcare service environment, patients' experience, and responses toward healthcare services in private general practice (GP) clinics. Self-administered questionnaires were used for collecting data from 367 respondents with prior experience in visiting the general practice clinics in Malaysia. SmartPLS statistical tool was used to test the underlying hypotheses. The results revealed that ambiance, service delivery, interior decor, and cleanliness had a significant influence on patients' trust and satisfaction while the exterior design is neither associated with satisfaction nor trust. Patients' satisfaction and trust had a higher significant effect on their repatronage intention, willingness to pay for a premium healthcare service, and engagement in word-of-mouth for healthcare services. In practice, both the service delivery and ambiance features of the healthcare services environment might be optimized by GP clinics. This research provides significant insights from the patients' perspective toward the GP clinics' healthcare services environment.
本研究旨在考察私立全科诊所的医疗服务环境、患者体验以及对医疗服务的反应。采用自填式问卷从367名有在马来西亚全科诊所就诊经历的受访者中收集数据。使用SmartPLS统计工具来检验潜在假设。结果显示，氛围、服务提供、内部装饰和清洁度对患者的信任和满意度有显著影响，而外部设计与满意度和信任均无关联。患者的满意度和信任对其再次光顾的意愿、为优质医疗服务付费的意愿以及对医疗服务进行口碑传播的参与度有更高的显著影响。在实践中，全科诊所可以优化医疗服务环境的服务提供和氛围特征。本研究从患者角度为全科诊所的医疗服务环境提供了重要见解。
