Exploring the influence of the online physician service delivery process on patient satisfaction
Exploring the influence of the online physician service delivery process on patient satisfaction
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探讨在线医生服务提供流程对患者满意度的影响
DOI：
10.1016/j.dss.2015.05.006
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发表时间：
2015-10-01
影响因子：
7.5
通讯作者：
Wu, Tianshi
中科院分区：
文献类型：
--
作者：
Yang, Hualong;Guo, Xitong;Wu, Tianshi
Web 2.0技术的蓬勃和快速发展使在线健康社区能够提供方便的平台，使患者能够在线咨询医生。医疗保健服务与患者的死亡率和生活质量问题有关，因此，随着医疗保健实践的发展和变化，在线医疗保健服务和患者满意度的研究仍然非常重要。虽然许多研究已经调查了在线健康社区的好处和参与者的动机，但很少有研究在线医生服务质量对患者满意度的影响。本文以服务质量模型和顾客特征理论为基础，对网上健康社区的数据进行分析。它验证了在线医生服务提供过程显着影响患者的满意度，特别是在响应速度和交互频率。此外，本文还探讨了病人的疾病风险如何调节服务提供过程和满意度之间的关系。本文的实证结果支持我们的所有假设。本文通过调查医生服务提供过程对患者满意度的影响，为在线服务质量和电子健康文献做出了贡献。(C)2015 Elsevier B.V.版权所有。
The vibrant and rapid advancement of Web 2.0 technologies has made it possible for online health communities to provide convenient platforms that enable patients to consult physicians online. Healthcare services are related to issues of mortality and quality of life for patients, hence studies on online healthcare services and patient satisfaction continue to be fundamentally important as healthcare practices evolve and change. Although many studies have investigated the benefits of the online health community and motivation of participants, there has been scant research on the influence of the online physician service quality with regard to patient satisfaction. This paper is based on service quality model and the customer characteristics theory, as well as the analysis of data from the online health community. It verifies that online physician service delivery processes significantly affect patient satisfaction, specifically with respect to response speed and interaction frequency. Moreover, this paper examines how a patient's disease risk moderates the relationship between the service delivery process and satisfaction. The empirical results of this paper support all our hypotheses. This paper contributes to online service quality and e-health literature by investigating the effects of the physician service delivery process on patient satisfaction. (C) 2015 Elsevier B.V. All rights reserved.