Antecedents and Consequences of Patient Trust

• Main Authors: Chih-Yu Tai, 戴志宇
• Other Authors: Yu-ChihLiu
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/10785747975180358870

碩士 === 元智大學 === 資訊管理學系 === 100 === In most industries, “trust” is regarded as a critical factor to shape a good relationship between enterprises and consumers. However, in the medical industry, there are few studies on raising patients’ trust to physicians. The main purposes of this study is to classify physicians’ behaviors and explore which kinds of physicians’ behaviors will improve patients’ trust to physicians, which kinds of physicians’ behaviors will decrease patients’ trust, and to explore the relationship between patients’ trust to physicians and patients’ satisfaction. We also explore the relationships among the service quality of healthcare organizes, patients’ trust to healthcare organizations and patients’ trust to physicians. We conduct a sample survey to inpatients from a hospital in Taiwan. The research results show that physicians’ behaviors are divided into three categories. Moreover, the “communicating” and the “respecting patients” behaviors bring a positive effect on patient’s trust. The “recommending medicine inappropriately” behavior brings a negative effect on patient’s trust to physicians. The service quality of healthcare organizes brings a positive effect on patient’s trust to physicians through patient’s trust to healthcare organizations. The main contribution of this research is to find out which kinds of physicians’ behaviors can improve patients’ trust to physicians, thus to raise patient satisfaction. These physicians’ behaviors can be the criteria of physician behavior in medical organizations.