CAJ | 학술논문

目的：结合患者体验与美国顾客满意度指数模型，进行我国住院患者满意模型的构建。方法：采用多阶段随机整群的抽样方式，对850名住院患者的就医期望、感知质量、感知价值等指标进行调查；采用SPSS 13．0和A-MOS 7．0进行统计分析。结果：住院患者满意模型共包含患者期望、治疗效果、感知质量、感知价值以及患者满意5个变量，其中患者期望对患者满意具有间接的正向作用，总效应为0．15；感知价值对患者满意的直接正向效应为0．31；治疗效果和感知质量对患者满意均有着直接和间接的影响，总效应分别为0．18和0．59。结论：患者的就医经历、体验以及价值认同是满意的主要驱动因素，相对于结果而言，患者在接受医疗服务过程中更希望拥有一个高质量的就医体验。
목적：결합환자체험여미국고객만의도지수모형，진행아국주원환자만의모형적구건。방법：채용다계단수궤정군적추양방식，대850명주원환자적취의기망、감지질량、감지개치등지표진행조사；채용SPSS 13．0화A-MOS 7．0진행통계분석。결과：주원환자만의모형공포함환자기망、치료효과、감지질량、감지개치이급환자만의5개변량，기중환자기망대환자만의구유간접적정향작용，총효응위0．15；감지개치대환자만의적직접정향효응위0．31；치료효과화감지질량대환자만의균유착직접화간접적영향，총효응분별위0．18화0．59。결론：환자적취의경력、체험이급개치인동시만의적주요구동인소，상대우결과이언，환자재접수의료복무과정중경희망옹유일개고질량적취의체험。
Aim:To establish inpatient satisfaction model based on the concept of patient experience and American Customer Satisfaction Index .Methods:Multistage cluster random sampling method was used and 850 inpatients were en-rolled to investigate the variables such as patient expectation , perceived quality and perceived value .Data were processed by SPSS 13.0 and AMOS 7.0.Results:The inpatient satisfaction model consisted of 5 structure variables such as patient expectation , therapeutic outcome , perceived quality , perceived value and patient satisfaction .The patient expectation had indirect positive effect on patient satisfaction , and the effect value was 0.15.The direct positive effect value of perceived value on patient satisfaction was 0.31.Therapeutic outcome and perceived quality had both direct and indirect positive effects on patient satisfaction , and the effect values were 0.18 and 0.59 separately.Conclusion: Patient experience and value identification of the whole process of medical treatment are key factors that lead to patient satisfaction .Compared with therapeutic effect , patients prefer to a high quality of treatment experience during medical service process .