Agarwal Suman, Singh Ranjit
Department of Management Studies, Indian Institute of Information Technology Allahabad, Prayagraj, UP, India.
J Multidiscip Healthc. 2023 Oct 4;16:2947-2961. doi: 10.2147/JMDH.S425011. eCollection 2023.
A deeper comprehension of accountability is beneficial for identifying and fostering tactics to boost accountability and raise the standard of healthcare. The main objective of the present paper is to measure the level of customers' perception of accountability of healthcare diagnostic service providers and to identify the factors that influence the perception of accountability of healthcare diagnostic service customers.
A questionnaire survey was used to collect data from 393 customers of various diagnostic centers in the city of Guwahati from the state of Assam in India. The reliability of the data was tested using Cronbach's Alpha. Statistical tests were used for the mean, percentage, standard deviation, etc. Factor analysis was performed to find out the factors affecting customers' perception of accountability.
It was found that the overall level of perception of the customers with respect to the accountability of diagnostic centers in Guwahati is of high level. The study reveals four variables that affect how customers perceive the accountability of diagnostic service providers. These are Competency, Responsiveness, Compliance with protocol, and Problem-solving approach.
Significant contributions have been made by the present study in terms of the development of a scale to measure customers' perception of accountability of diagnostic centre, and the development of a theoretical model to explain this accountability.
对问责制有更深入的理解，有助于识别和培育提高问责制及提升医疗保健水平的策略。本文的主要目的是衡量客户对医疗诊断服务提供商问责制的认知水平，并确定影响医疗诊断服务客户问责制认知的因素。
采用问卷调查法，从印度阿萨姆邦古瓦哈蒂市各诊断中心的393名客户中收集数据。使用克朗巴哈系数（Cronbach's Alpha）检验数据的可靠性。对均值、百分比、标准差等进行统计检验。进行因子分析以找出影响客户问责制认知的因素。
发现古瓦哈蒂市客户对诊断中心问责制的总体认知水平较高。该研究揭示了四个影响客户对诊断服务提供商问责制认知的变量。这些变量分别是能力、响应性、协议遵守情况和问题解决方法。
本研究在开发衡量客户对诊断中心问责制认知的量表以及构建解释这种问责制的理论模型方面做出了重要贡献。
