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| Development of Patient Experience Measurement Scale for the Online Healthcare Context |
| WU Hong，WANG Chengcheng，SHEN Jingxuan |
| Huazhong University of Science and Technology, Wuhan, China |
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Abstract To elucidate the connotation and dimensions of patient experience within the context of online healthcare and to better assess and enhance the quality of healthcare services, this study, based on the online healthcare context and focused on the patient’s perspective, defines the connotation and dimension of patient experience. It develops a scientifically applicable patient experience measurement scale using the grounded theory and then combines exploratory factor analysis with confirmatory factor analysis to test the reliability and validity of the scale. The measurement scale includes five second-order dimensions (service process, service outcome, service cost, service continuity, and service environment), 13 first-order dimensions, and consists of 42 question items. Factor analysis results demonstrate that the scale exhibits good reliability and validity, thus establishing it as a valid tool for assessing patient experience in online healthcare contexts.
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Received: 09 January 2024
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