Health care social support, emotions & behavioural intentions

The research hypothesises positive relationships between perceived social support and social support satisfaction, negative relationships between perceived social support and post-consumption emotions, positive relationship between social support satisfaction and consumer behavioural intentions, negative relationship between post-consumption emotions and consumer behavioural intentions. Quantitative data was gathered from 630 patients of various hospitals through pre-designed questionnaires using a5-point Likert-type scale. The data was analysed through Structural Equations Modelling (AMOS 18). 4 out of the 8 hypothesis were supported and the study concludes that ‘social support satisfaction’ should be viewed as a strong predictor of positive consumer behavioural intentions of repeat visits, customer recommendation and cooperation with treatment procedures in the health care service industry.本研究提出四项假设：感知社会支持与社会支持满意度呈正相关；感知社会支持与消费后情绪呈负相关；社会支持满意度与消费者行为意向呈正相关；消费后情绪与消费者行为意向呈负相关。本研究通过预先设计的5点李克特（Likert）式问卷，从多家医院的630名患者处收集定量数据，并采用结构方程模型（Structural Equations Modelling，AMOS 18）完成数据分析。最终8项假设中有4项得到支持，研究结论指出，在医疗服务行业中，应将‘社会支持满意度’视为正向消费者行为意向（包括复诊、客户推荐以及配合治疗流程）的强预测因子。