Construction And Empirical Study Of Inpatient Satisfaction Index Model Based On The Customer Satisfaction Index Model

Objectives Construction of an indicator system of inpatient satisfaction based on ACSI model,and forms the scale of satisfaction of inpatients;The inpatient satisfaction scale was used to investigate the inpatients,Construct the index model of inpatient satisfaction index,and evaluate the index model based on ACSI model.Methods On the basis of literature review and ACSI model as the theoretical basis,combined with the specific situation of our medical industry,the expert consultation questionnaire was constructed.Then,the indicators were determined by 15 nursing administrators and clinical nurse specialists through two rounds of expert consultation.By using the structural equation method to construct the inpatients' satisfaction index model.A questionnaire survey was conducted on 560 hospitalized patients using the questionnaire of inpatients' satisfaction,Statistical analysis and structural equation modeling were used to investigate the data of SPSS17.0 and AMOS22.0.Results1.The expert consultation questionnaire recovery rate was 100% and 93.33% in the two rounds,the authority coefficient of consulting experts was 0.87 and 0.91,respectively.In the second round,the coefficient of variation ranged from 0.05 to 0.23.The final patient satisfaction indicator system including 9 first class indicators(hospital image,disease pressure,constraint conditions,patients expectations,perceived quality,perceived value,patients satisfaction,patients loyalty and patients complain)32 second class indicators and 39 third class indicators.2.Based on the ACSI model,the satisfaction index model of inpatients in China was constructed.The model includes 9 latent variables: hospital image,disease pressure,constraint condition,patient expectation,perceived quality,perceived value,patient satisfaction,patient complaint and patient loyalty and 24 observation variables.3.The Cronbach's alpha coefficient of inpatient satisfaction scale was 0.857,and thereliability of the nine dimensions ranged from 0.733 to 0.876.The content validity index was 0.89,the CVI of each item was from 0.86 to 0.95.The results showed that the factors in the 9 dimensions explained 75.377% of the total variance,which indicated that the questionnaire had good reliability and validity.4.According to the structural equation model: the image of the hospital,constraint conditions,disease pressure,patient expectations,perceived quality and perceived value of patient satisfaction on standardized path coefficients were 0.37,-0.46,-0.39,0.58,0.64,0.54,patient satisfaction with patient loyalty and patients complain of the standardized path coefficients were 0.42 and-0.52,statistically significant differences(P<0.05).5.The model fitting effect : CMIN/DF was 2.128,RMSEA was 0.047,GFI ?AGFI,NFI,IFI,TLI,CFI were greater than 0.9,then,The model fitting is acceptable.Conclusions1.The evaluation index system of inpatient satisfaction was established in this study,which provided a scientific basis for the evaluation of inpatient satisfaction.2.The inpatient satisfaction scale has good reliability and validity,and can be used as a tool to evaluate the satisfaction of inpatients.3.All the regression coefficients of the inpatient satisfaction index model were statistically significant,and the model was fitted well by the significance test.It can provide a reference for the similar study of the domestic inpatient satisfaction index model.