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Measuring Quality: An Analysis of Perceived Quality at Irwin Army CommunityHospital and the Customer's Intention to Return

机译：衡量质量：欧文军社区医院感知质量分析与顾客回归意向

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Irwin Army Community Hospital has a means to measure patient satisfaction,however, it does not measure the customers' perceptions and expectations within multiple dimensions of quality of care. The purpose of this study was to explain whether the customers' overall satisfaction and intention to return was a function of the customers' perception of quality and if this meets his or her expectations. A sample of 505 beneficiaries were surveyed. The sample was stratified into six different groups: active duty females, active duty males, dependent females, dependent males, retiree males and retiree females. A multiple linear regression analysis was utilized to predict which dimension influenced overall satisfaction. Results showed the regression equations for each dimension within the beneficiary categories were highly significant. A one-way analysis of variance (ANOVA) test was used to assess the differences of the beneficiary categories and their intention to return to Irwin Army Community Hospital if they had a choice. The results indicate that a difference exists between the beneficiary category's intention to return. The findings of this study are consistent with the findings of previous studies and measures of patient satisfaction. Beneficiaries overall are moderately satisfied with the quality of care received at Irwin Army Community Hospital. The retired beneficiaries and their dependents are the most satisfied with the care received.

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