發(fā)布時(shí)間：2018-04-10 01:38

  本文選題：住院患者滿意度　切入點(diǎn)：美國(guó)顧客滿意度指數(shù)模型　出處：《青島大學(xué)》2017年碩士論文

【摘要】：目的以美國(guó)顧客滿意度指數(shù)模型為基礎(chǔ),構(gòu)建我國(guó)住院患者滿意度評(píng)價(jià)指標(biāo)體系,形成住院患者滿意度量表;采用住院患者滿意度量表對(duì)住院患者進(jìn)行調(diào)查,構(gòu)建我國(guó)住院患者滿意度指數(shù)模型,并對(duì)指數(shù)模型進(jìn)行評(píng)價(jià)。方法在文獻(xiàn)研究的基礎(chǔ)上,以美國(guó)顧客滿意度指數(shù)模型為理論基礎(chǔ),結(jié)合我國(guó)醫(yī)療行業(yè)具體情況,形成專家函詢問(wèn)卷。采用德爾菲專家函詢法對(duì)護(hù)理管理和臨床護(hù)理領(lǐng)域的15名專家進(jìn)行兩輪專家函詢,最終確立住院患者滿意度評(píng)價(jià)指標(biāo)體系,形成住院患者滿意度量表。運(yùn)用結(jié)構(gòu)方程方法構(gòu)建住院患者滿意度指數(shù)模型,采用住院患者滿意度量表對(duì)560例住院患者進(jìn)行問(wèn)卷調(diào)查,運(yùn)用SPSS17.0和AMOS22.0軟件對(duì)調(diào)查的數(shù)據(jù)進(jìn)行統(tǒng)計(jì)分析和模型評(píng)價(jià)。結(jié)果1.兩輪專家函詢問(wèn)卷回復(fù)率分別為100%和93.33%,兩輪函詢專家的權(quán)威系數(shù)分別為0.87和0.91,第二輪專家函詢各個(gè)條目的變異系數(shù)介于0.05~0.23之間。最終確定的住院患者滿意度指標(biāo)體系包括醫(yī)院形象、疾病壓力、約束條件、患者期望、感知質(zhì)量、感知價(jià)值、患者滿意度、患者忠誠(chéng)和患者抱怨9個(gè)一級(jí)指標(biāo)、32個(gè)二級(jí)指標(biāo)和39個(gè)三級(jí)指標(biāo)。2.構(gòu)建了基于ACSI模型的我國(guó)住院患者滿意度指數(shù)模型。模型包括醫(yī)院形象、疾病壓力、約束條件、患者期望、感知質(zhì)量、感知價(jià)值、患者滿意度、患者抱怨和患者忠誠(chéng)9個(gè)潛變量和24個(gè)觀測(cè)變量。3.住院患者滿意度量表的總體Cronbach'sα系數(shù)為0.857,九個(gè)維度的信度范圍為0.733~0.876。內(nèi)容效度指數(shù)(CVI)為0.89,各條目的CVI為0.86~0.95。因子分子結(jié)果顯示9個(gè)維度的因子共解釋總變異率為75.377%,表明問(wèn)卷具有良好的信效度。4.結(jié)構(gòu)方程模型顯示:醫(yī)院形象、疾病壓力、約束條件、患者期望、感知質(zhì)量和感知價(jià)值對(duì)患者滿意度的標(biāo)準(zhǔn)化路徑系數(shù)分別為0.37、㧟0.46、㧟0.39、㧟0.58、0.64、0.54,患者滿意度對(duì)患者忠誠(chéng)和患者抱怨的標(biāo)準(zhǔn)化路徑系數(shù)分別為0.42和㧟0.52,差異具有統(tǒng)計(jì)學(xué)意義(P0.05)。5.模型擬合效果:卡方自由度比值為2.247,漸進(jìn)殘差均方根為0.042,GFI、AGFI、NFI、IFI、TLI及CFI的值均大于0.9,表明模型擬合較好,可以接受。結(jié)論1.本研究構(gòu)建的住院患者滿意度評(píng)價(jià)指標(biāo)體系,為住院患者滿意度評(píng)價(jià)提供了科學(xué)的參考依據(jù)。2.形成的住院患者滿意度量表具有較好的信效度,可作為醫(yī)院評(píng)價(jià)住院患者滿意度的工具。3.構(gòu)建的住院患者滿意度指數(shù)模型中所有回歸系數(shù)均具有統(tǒng)計(jì)顯著性,通過(guò)顯著性檢驗(yàn),模型擬合較好,可為國(guó)內(nèi)住院患者滿意度指數(shù)模型的類似研究提供參考。
[Abstract]:Objective based on the American customer satisfaction index model, to construct the evaluation index system of inpatient satisfaction in our country, to form the inpatient satisfaction scale, and to investigate the inpatient satisfaction scale by using the inpatient satisfaction scale.The index model of inpatient satisfaction in China was constructed and evaluated.Methods on the basis of literature study, an expert questionnaire was formed based on the American customer satisfaction index model and the specific situation of medical industry in China.Two rounds of expert inquiry were conducted on 15 experts in nursing management and clinical nursing field by Delphi's expert inquiry method. Finally, the evaluation index system of inpatient satisfaction was established, and the inpatient satisfaction scale was formed.The index model of inpatient satisfaction was constructed by using structural equation method. The questionnaire survey was carried out on 560 inpatients with the inpatient satisfaction scale. The data of the survey were statistically analyzed and evaluated by SPSS17.0 and AMOS22.0 software.Result 1.The response rates of the two rounds of expert questionnaire were 100% and 93.33 respectively, the authoritative coefficients of the two rounds of experts were 0.87 and 0.91 respectively, and the coefficient of variation of each item in the second round of expert letter was between 0.05 and 0.23.The final index system of inpatient satisfaction includes hospital image, disease stress, constraint conditions, patient expectation, perceived quality, perceived value, patient satisfaction,Patient loyalty and complaint 9 first class indicators, 32 secondary indicators and 39 third grade indicators. 2. 2.The index model of inpatient satisfaction in China based on ACSI model is constructed.The models included hospital image, disease stress, constraints, patient expectation, perceived quality, perceived value, patient satisfaction, patient complaint and patient loyalty 9 latent variables and 24 observational variables .3.The overall Cronbach's 偽 coefficient of inpatient satisfaction scale is 0. 857, and the reliability range of nine dimensions is 0. 733 鹵0. 876.The content validity index (CVI) was 0.89, and the CVI of each target was 0.860.95.The results of factor molecular analysis showed that the total variation rate of coexplanation of 9 dimensions was 75.377, which indicated that the questionnaire had good reliability and validity.The structural equation model shows: hospital image, disease stress, constraints, patient expectations,The standardized path coefficients of perceived quality and perceived value to patients' satisfaction were 0.37 / 0. 46 / 0.39 / 0.38 / 0. 64 / 0.54, respectively. The standardized path coefficients of patients' satisfaction to patients' loyalty and complaint were 0.42 and 0. 52, respectively. The difference was statistically significant (P < 0. 05).The fitting results showed that the chi-square degree of freedom ratio was 2.247, the mean square root of progressive residual error was 0.042%, the values of TLI and CFI were all greater than 0.9, which indicated that the model fitted well and was acceptable.Conclusion 1.The evaluation index system of inpatient satisfaction is constructed in this study, which provides a scientific reference basis for the evaluation of inpatient satisfaction.The inpatient satisfaction scale has good reliability and validity and can be used as a tool to evaluate the inpatient satisfaction. 3.All regression coefficients of the inpatient satisfaction index model were statistically significant. Through significance test, the model fitted well, which could be used as a reference for the similar research of domestic inpatient satisfaction index model.
【學(xué)位授予單位】：青島大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：R47

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本文編號(hào)：1729118