电子科技大学学报（社会科学版）
電子科技大學學報（社會科學版）
전자과기대학학보（사회과학판）
JOURNAL OF UNIVERSITY OF ELECTRONIC SCIENCE AND TECHNOLOGY OF CHINA(SOCIAL SCIENCES EDITION)
2014年
4期
8-10
,共3页
结构方程模型%因子分析%基层医疗机构%患者满意度%患者忠诚度
結構方程模型%因子分析%基層醫療機構%患者滿意度%患者忠誠度
결구방정모형%인자분석%기층의료궤구%환자만의도%환자충성도
structural equation model%factor analysis%primary medical institution%patient satisfaction%patient loyalty
对天津滨海新区10个基层医疗机构就诊患者进行调查，揭示影响患者满意度、提升患者忠诚度的路径；运用因子分析对影响患者满意度因素进行处理，运用结构方程模型搭建影响患者满意度、患者忠诚度的路径。患者满意度主要受医护态度与行为、机构资源与费用两个公因子影响，医护态度与行为对患者满意度和患者忠诚度有直接正向预测作用，机构资源与费用对患者忠诚度起间接作用；必须软硬件齐抓共管、强化服务意识、加大基础设施投入、提升患者忠诚度。
對天津濱海新區10箇基層醫療機構就診患者進行調查，揭示影響患者滿意度、提升患者忠誠度的路徑；運用因子分析對影響患者滿意度因素進行處理，運用結構方程模型搭建影響患者滿意度、患者忠誠度的路徑。患者滿意度主要受醫護態度與行為、機構資源與費用兩箇公因子影響，醫護態度與行為對患者滿意度和患者忠誠度有直接正嚮預測作用，機構資源與費用對患者忠誠度起間接作用；必鬚軟硬件齊抓共管、彊化服務意識、加大基礎設施投入、提升患者忠誠度。
대천진빈해신구10개기층의료궤구취진환자진행조사，게시영향환자만의도、제승환자충성도적로경；운용인자분석대영향환자만의도인소진행처리，운용결구방정모형탑건영향환자만의도、환자충성도적로경。환자만의도주요수의호태도여행위、궤구자원여비용량개공인자영향，의호태도여행위대환자만의도화환자충성도유직접정향예측작용，궤구자원여비용대환자충성도기간접작용；필수연경건제조공관、강화복무의식、가대기출설시투입、제승환자충성도。
To investigate patients on 10 primary medical institution in Tianjin Binhai New Area, the path of affecting patient satisfaction and enhancing patient loyalty is revealed. By using the factor analysts, factors affecting patient satisfaction are dealt with, and the path of patient satisfaction and patient loyalty is build by structural equation model. Patient satisfaction is mainly affected by the attitude and behavior of doctor and nurse as well as the resource and cost of institution. The attitude and behavior of doctor and nurse has a direct positive function for patient satisfaction and patient loyalty, while the resource and cost of institution has a indirect effect. Efforts should be done to make concerted efforts between hardware and software, enhance service awareness, increase infrastructure investment, and improve patient loyalty.
