【摘要】 基于美国顾客满意度指数模型,构建远程会诊患者满意度模型,并通过问卷调查收集相关数据,通过SmartPLS3.0对远程会诊的患者满意度模型进行假设性检验,分析患者对远程会诊满意度的影响因素。结果表明,患者满意度与患者感知质量、患者信任、患者抱怨呈正相关;患者满意度与患者期望、感知价值之间的假设关系没有得到实证支持。结论影响远程会诊的患者满意度的关键因素路径是患者期望→感知质量→患者满意度→患者信任。更多还原

【Abstract】 Based on American customers’ Satisfaction Index(ACSI),a satisfaction model of teleconsultation patients was constructedby collecting relevant data through questionnaire. The SmartPLS3.0 was used to analyze the influencing factors of patient’s satisfaction in teleconsultation by a hypothetical test. ResultsThe results showed that the patients’ satisfaction was positively correlatedwiththe perceived quality, patients’ trust, and patients’ complaint; the patients’ satisfaction with the patients’ expectation, perceived valuehad no effect on the attitudes toward teleconsultation.ConclusionThe key paths that influence the satisfaction of patients in teleconsultation are patients’ expectation → perceived quality → patients’ satisfaction → patients’ trust.更多还原