Chuyển giao lòng tin và ảnh hưởng của chất lượng dịch vụ đến lòng tin trong ngành chăm sóc sức khỏe
Tóm tắt
– Mục đích của bài báo này là nhằm xem xét ảnh hưởng của chất lượng dịch vụ (tương tác, môi trường vật lý và chất lượng kết quả) đối với lòng tin, điều tra quá trình chuyển giao lòng tin trong ngành chăm sóc sức khỏe, khám phá các yếu tố điều tiết của sự tương thích hình ảnh và chi phí chuyển đổi đối với quá trình chuyển giao lòng tin, và đánh giá tác động của lòng tin đến khả năng giới thiệu của bệnh nhân.
– Mô hình nghiên cứu đã được kiểm nghiệm bằng cách sử dụng dữ liệu thu thập từ 483 bệnh nhân nội trú tại 15 bệnh viện vừa và lớn ở Đài Loan. Phương pháp mô hình hóa phương trình cấu trúc với hiệu ứng tương tác tiềm ẩn đã được áp dụng để xác minh và xác thực mô hình nghiên cứu.
– Kết quả cho thấy rằng chất lượng tương tác và chất lượng kết quả ảnh hưởng tích cực đến lòng tin của bệnh nhân vào bệnh viện gốc. Tuy nhiên, tác động của chất lượng môi trường đến lòng tin là không đáng kể. Lòng tin của bệnh nhân vào bệnh viện gốc ảnh hưởng tích cực đến lòng tin của họ vào các bệnh viện liên kết. Hơn nữa, sự tương thích hình ảnh có tác động điều tiết tích cực đối với quá trình chuyển giao lòng tin. Tuy nhiên, chi phí chuyển đổi dường như không điều tiết được quá trình chuyển giao lòng tin. Các kết quả cũng xác nhận rằng lòng tin vào bệnh viện gốc và các bệnh viện liên kết có ảnh hưởng tích cực đến khả năng giới thiệu của bệnh nhân đối với các bệnh viện liên kết.
Từ khóa
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