| 何惠倩,张瑞秋,孙炜,何媛.互联网医疗患者满意度影响因素分析与研究[J].包装工程,2021,42(22):204-211. |
| 互联网医疗患者满意度影响因素分析与研究 |
| Analysis and Research on Influencing Factors of Internet Medical Patient Satisfaction |
| 投稿时间：2021-06-09 |
| DOI：10.19554/j.cnki.1001-3563.2021.22.026 |
| 中文关键词: 互联网医疗 患者满意度 UTAUT 结构方程模型 小程序 |
| 英文关键词: internet medical patient satisfaction UTAUT structural equation model applet |
| 基金项目:广东省自然科学基金资助项目(2016A030310420);国家自然科学基金项目(61803108) |
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| 中文摘要: |
| 目的 探究影响患者满意度的显著因素，优化患者就医流程。方法 基于UTAUT理论，新增感知风险、优化组合、服务定价和个体创新性这4个维度，从医生、医院、患者、市场、政府、医保、医药等多角度分析当前互联网医疗中存在的问题，构建患者满意度初始模型;对问卷调查结果进行信效度分析，通过结构方程模型衡量各个变量关联的假设关系，并调整初始模型;将调整后的模型中的各变量作为互联网医疗系统的设计因素，并提出设计策略，应用于某三甲医院的小程序设计实践中。结果 努力期望、绩效期望、优化组合正向影响患者满意度;促进因素和服务定价对患者使用互联网医疗的行为有正向影响;个体创新性对努力期望、感知风险、优化组合、服务定价均有显著的正向影响;社会影响和感知风险对患者满意度影响效果不大。结论 互联网医疗服务的发展，一方面需要加强政府监管和市场调控，另一方面需要培养用户的个体创新性。 |
| 英文摘要: |
| This paper aims to explore the significant factors that affect patient satisfaction and optimize the process of patient consultation. Based on the UTAUT theory, the author adds four dimensions:perceived risk, optimal combination, service pricing and individual innovation, and analyzes current problems in Internet medical treatment from multiple perspectives such as doctors, hospitals, patients, markets, government, medical insurance, medicine, so as to build an initial model of patient satisfaction; And then the author analyzes the reliability and validity of the results of the questionnaire survey, measures the hypothetical relationship associated with each variable through the structural equation model, and adjusts the initial model; Finally, the author uses each variable in the adjusted model as the design factor of the Internet medical system and puts forward design strategies, which are applied to an applet design practices in a top three hospital. Effort expectations, performance expectations, and optimized combinations have a positive impact on patient satisfaction; promotional factors and service pricing have a positive impact on patients’ use of Internet medical care; individual innovation has significant positive impacts on effort expectations, perceived risk, optimized portfolios, and service pricing; social impact and perceived risk have little effect on patient satisfaction.To developInternet medical services, on the one hand, we need to strengthen government supervision and market regulation, on the other hand, we need to cultivate users’ individual innovation. |
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