University of Ulsan, Ulsan, Republic of Korea.
Sogang University, Seoul, Republic of Korea.
Inquiry. 2024 Jan-Dec;61:469580241271128. doi: 10.1177/00469580241271128.
As life has become noticeably more comfortable compared to the past, there is a mounting interest in various service sectors, such as healthcare, where growing demand has led to an increase in the number facilities that supply products essential to service provision. Enhancing the service quality is critical to gaining an advantage in the fiercely competitive healthcare environment and is especially important as the outcomes encompass not only the treatment of disease but also patients' emotional and experiential satisfaction. This study presents procedural justice and two dimensions of trust as factors related to physician and patient relationship, investigating their effects on patients' intention to continue the relationship with their healthcare providers. We found that procedural justice had a positive effect on the two dimensions of trust, and the latter had a significant positive effect on the continuity intention. As this study verifies the necessity of procedural justice and trust for patients to continuously experience medical services, it is imperative for the healthcare industry to understand and incorporate these factors into their practices.
与过去相比，生活明显变得更加舒适，人们对各种服务行业的兴趣日益浓厚，医疗保健行业就是一个例子，不断增长的需求导致了供应服务所需产品的设施数量增加。提高服务质量对于在竞争激烈的医疗保健环境中获得优势至关重要，因为其结果不仅包括疾病的治疗，还包括患者的情感和体验满意度。本研究将程序正义和信任的两个维度作为与医患关系相关的因素，并调查了它们对患者继续与医疗服务提供者关系的意愿的影响。我们发现，程序正义对信任的两个维度有积极影响，后者对连续性意愿有显著的积极影响。由于本研究验证了程序正义和信任对于患者持续体验医疗服务的必要性，医疗保健行业必须理解并将这些因素纳入其实践中。
