||An Examination of the Impact of Hospital Reputation and Trust in Physician on Patient Satisfaction
||Department of Business Administration
||To Yen Do
Trust in physician
本研究的目的是在探討醫院聲譽、醫生信任度、病患參與度，與醫療服務品質對病患滿意度之間的關係。病患滿意度是作為衡量健康照護服務品質的重要指標。因此本研究以台灣健康照護產業為對象，探討台灣醫院的聲譽及醫生信任度對病患參與度、進而對病患滿意度的影響，以及醫療服務品質對患者滿意度的影響。本研究以450份有效問卷進行分析，應用驗證性因素分析 (ＣＦＡ) 和回歸分析來檢驗本研究的假設與架構。結果顯示，本研究的七個假設都獲得支持，因此證明了所有研究變數中都存在顯著的正向關係。本研究發現醫院的聲譽及醫生的信任度對病患參與度與滿意度皆有正向影響，而服務品質也對病患的滿意度有正向的影響。本研究同時指出，服務品質顯著的中介了病患參與度和病患滿意度之間的關係。
The aim of this study is to identify the relationships among hospital reputation, trust in physician, patient participation, and service quality influencing patient satisfaction. In addition, patient satisfaction is the main topic and issue in measuring quality care in health care service. More importantly, this study measures the impact of hospital reputation and trust in physician on patient participation and patient satisfaction in the health care in Taiwan. The data were collected from approximately 450 respondents in Taiwan. Confirmation factor analysis (CFA) and regression analysis were applied to test the proposed hypotheses and the research framework. Based on the findings, all the seven hypotheses were supported; thus, demonstrating positively significant relationships among the research variables. Our findings provided good evidences for our research study. We found that hospital reputation and trust in physician both positively affect patient participation and patient satisfaction, as well as service quality also showed a positive effect on patient satisfaction. Last but not least, we indicated that service quality plays a significant role in mediating the relationship between patient participation and patient satisfaction.
TABLE OF CONTENTS
TABLE OF CONTENTS...... V
LIST OF TABLES..........IX
LIST OF FIGURES...........XI
CHAPTER ONE INTRODUCTION...........................1
1.1 Research Background and Motivation.............1
1.2 Research Objectives.........5
1.3 Research Scope............. 5
1.4 Research Procedures.........6
1.5 Research Structure.........7
CHAPTER TWO LITERATURE REVIEW.....................9
2.1 Definition of Research Constructs...........9
2.1.1 Hospital Reputation(HR).................. 9
2.1.2 Trust in Physician (TIP)................. 12
2.1.3 Patient Participation (PP)............... 16
2.1.4 Service Quality (SQ)..................... 19
2.1.5 Patient Satisfaction (PS)................ 23
2.2 Hypotheses Development..................... 25
2.2.1 The Positive Effect of Hospital Reputation on Patient Participation...................................25
2.2.2 The Positive Effect of Trust in Physician on Patient Participation...................................28
2.2.3 The Positive Effect of Patient Participation on Service Quality.................................29
2.2.4 The Positive Effect of Service Quality on Customer Satisfaction................................... 31
2.2.5 The Positive Effect of Patient Participation on Patient Satisfaction Mediated by Service Quality....... 33
2.2.6 The Positive Effect of Hospital Reputation on Patient Satisfaction........................................... 34
2.2.7 The Positive Effect of Trust in Physician on Patient Satisfaction........................................35
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY......... 37
3.1 Research Model.....................................37
3.2 Hypothesis Test....................................39
3.3 Questionnaire Design and Measurement................39
3.3.1 Hospital Reputation............................. 40
3.3.2 Trust in Physician...............................42
3.3.3 Patient Participation...........................44
3.3.4 Service Quality.................................45
3.3.5 Patient Satisfaction............................49
3.4 Sampling and Data Collection Plan................51
3.5 Data Analysis Procedures........................51
3.5.1 Descriptive Statistical Analysis..............51
3.5.2 Factor Analysis and Reliability Test...........52
3.5.3 Confirmatory Factor Analysis................52
3.5.4 Multiple Regression Analysis............. 53
CHAPTER FOUR RESEARCH RESULTS...................54
4.1 Sample and Data Collection Procedures........54
4.2 Descriptive Analysis of Respondents.........55
4.2.1 Measurement Results of Questionnaire Items....... 58
4.2.2 Mean, Standard Deviation, and Pearson Correlation. ......................................................63
4.3 Factor Analyses and Reliability Test............... 65
4.4 Confirmatory Factor Analysis (CFA) Procedures...... 74
4.5 Multiple Regressions Analysis................75
4.5.1 The Relationship between Hospital Reputation and Patient Participation..................................76
4.5.2 The Relationship between Trust in Physician and Patient Participation.............................77
4.5.3 The Relationship between Patient Participation and Service Quality........................................ 77
4.5.4 The Relationship between Service Quality and Patient Satisfaction............................................78
4.5.5 The Mediating Effect of Service Quality on the Relationship between Patient Participation and Patient Satisfaction..........................................79
4.5.6 The Relationship between Hospital Reputation and Patient Satisfaction.................................80
4.5.7 The Relationship between Trust in Physician and Patient Satisfaction.................................81
4.5.8 The relationship between Hospital Reputation, Trust in Physician and Patient Satisfaction....................82
CHAPTER FIVE CONCLUSION AND SUGGESTIONS................ 84
5.1 Research Discussion and Conclusion................ 84
5.2 Research Implication...............................88
5.3 Limitations and Recommendations for Future Research. .......................................................90
Appendix 1: Questionnaires問卷..........................107
Appendix 2: 19 Medical center in Taiwan................111
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