Construction of inpatient satisfaction index model based on ACSI model in China
Abstract：Objective:To construct the inpatient satisfaction index model in China based on the American Customer Satisfaction Index model.Methods:A total of 530 inpatients were investigated with the questionnaire of inpatient satisfaction,and to conduct statistical analysis of the survey data and structural equation modeling with SPSS 17.0 and AMOS 22.0 software.Results:There was a positive correlation between hospital patient satisfaction and hospital image,perceived quality,perceived value and patient loyalty(P＜0.05);Inpatient satisfaction was negatively correlated with constraint,disease stress,patient expectation,and patient complaints(P＜0.05).Structural equation model showed that the image of the hospital,constraint conditions,disease pressure,patient expectations,perceived quality and perceived value to the satisfaction of the standardized path coefficients were respectively 0.33,-0.21,-0.49,-0.55,0.63,0.52,satisfaction of patient loyalty and patient complaints about the standardized path coefficients were 0.40 and-0.35.The differences were statistically significant(P＜0.05).Conclusions:The model fitted well and provided a reference for the similar study of the inpatient satisfaction index model in china.
Keywords：inpatientssatisfactionAmerican Customer Satisfaction Indexstructural equation model
Publication Date：2017-01-01
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：5( 4629-4633 )