摘要
目的:探究感知价值、感知风险以及信任对互联网医院服务满意度和忠诚度的影响,为提高互联网医院使用率提出建议。方法:2023年9〜12月开展问卷调查,主要采取线下纸质问卷与线上问卷星平台相结合的随机样本调查法。运用SPSS软件进行描述性分析以及信效度检验,利用AMOS构建结构方程模型。结果:感知价值对信任有正向影响(β=0.096,P<0.05);感知风险对信任(β=-0.611,P<0.05)、感知风险对满意度(β=-0.188,P<0.05)有负向影响;感知价值(β=0.217,P<0.05)和信任(β=0.371,P<0.05)对满意度有正向影响;满意度(β=0.279,P<0.05)和信任(β=0.360,P<0.05)对忠诚度有正向影响,且信任在感知价值与满意度、感知风险与满意度之间起到中介作用。结论:感知价值、感知风险、信任是影响互联网医院服务满意度和忠诚度的关键因素,对互联网医院服务利用产生重要作用。通过加强线上线下一体化建设、贯彻“以患者为中心”的服务模式等措施,促进互联网医院可持续发展。
Objective:To explore the effects of perceived value,perceived risk,and trust on satisfaction and loyalty in internet hospital services,providing recommendations to increase usage.Methods:From September to December 2023,a survey was conducted using a combination of offline paper questionnaires and online surveys via Questionnaire Star in a randomized sampling approach.Descriptive analysis and reliability and validity tests were performed using SPSS,and a structural equation model was constructed with AMOS.Results:Perceived value positively influenced trust(β=0.096,P<0.05);perceived risk had a negative impact on trust(β=--0.611,P<0.05)and satisfaction(β=--0.188,P<0.05);perceived value(β=0.217,P<0.05)and trust(β=0.371,P<0.05)positively affected satisfaction;satisfaction(β=0.279,P<0.05)and trust(β=0.360,P<0.05)positively influenced loyalty,with trust acting as a mediator between perceived value and satisfaction,as well as between perceived risk and satisfaction.Conclusion:Perceived value,perceived risk,and trust are key factors impacting satisfaction and loyalty in internet hospital services,significantly affecting service utilization.Measures such as strengthening online-offline integration and implementing a"patient-centered"service model are recommended to support the sustainable development of internet hospitals.
作者
张晨
康丽
仇永贵
ZHANG Chen;KANG Li;QIU Yonggui(School of Public Health,Nantong University,Nantong,Jiangsu Province,226019,PRC)
出处
《中国医院》
北大核心
2024年第12期74-79,共6页
Chinese Hospitals
基金
江苏省医院协会医院管理创新研究课题(JSYGY-3-2023-156)
四川医事卫生法治研究中心-中国卫生法学会2024年度联合项目(YF24-Y06)。
关键词
互联网医院
感知价值
感知风险
忠诚度
结构方程模型
internet hospital
perceived value
perceived risk
loyalty
structural equation model
