利用 SERVQUAL 验证服务质量、患者敏感度与医疗应用体验之间的关系。
Validating the relationship between service quality, patient sensitivity and experience towards medical applications using SERVQUAL.
机构信息
Research Scholar (Full Time), VIT Business School, Vellore Institute of Technology, Vellore, Tamilnadu, India.
VIT Business School, Vellore Institute of Technology, Vellore, Tamilnadu, India.
出版信息
Int J Med Inform. 2022 Dec;168:104883. doi: 10.1016/j.ijmedinf.2022.104883. Epub 2022 Oct 5.
BACKGROUND
The quality of the patient experience has become one of the key pillars of service in the healthcare industry. Positive word-of-mouth, higher retention, and loyalty to healthcare providers are all influenced by a good and positive patient experience. This study was proposed to examine the relationship between service quality of medical apps, patient sensitivity, and patient experience.
METHODS
Data were gathered from a sample of 387 respondents utilising medical applications to access various services. A few standardised questionnaires, including SERVQUAL, were used to collect the data. Python programming was used to perform the collected data's structural equation modelling (SEM) analysis.
RESULTS
The findings show that there is a significant impact of service quality of medical apps on patient sensitivity and patient experience and also patient experience has a strong and positive relationship with patient sensitivity.
CONCLUSION
The research results indicate that patients prioritised service quality factors like reliability, tangibility, empathy, responsiveness and assurance when selecting services from medical applications.
背景
患者体验的质量已成为医疗保健行业服务的关键支柱之一。积极的口碑、更高的保留率和对医疗服务提供者的忠诚度都受到良好和积极的患者体验的影响。本研究旨在探讨医疗应用程序的服务质量、患者敏感度和患者体验之间的关系。
方法
利用医疗应用程序获取各种服务的 387 名受访者的样本中收集了数据。使用了一些标准问卷，包括 SERVQUAL，用于收集数据。使用 Python 编程对收集的数据进行结构方程建模 (SEM) 分析。
结果
研究结果表明，医疗应用程序的服务质量对患者敏感度和患者体验有显著影响，并且患者体验与患者敏感度之间存在强烈的积极关系。
结论
研究结果表明，患者在从医疗应用程序中选择服务时，优先考虑服务质量因素，如可靠性、有形性、同理心、响应性和保证。
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