Factors influencing inpatients’ satisfaction with hospitalization service in public hospitals in Shanghai, People’s Republic of China

Figures & data

Table 1 Basic information concerning respondents’ demographic characteristics

Variables	Number	%
Sex
Male	411	46.81
Female	467	53.19
Occupation
Student	63	7.18
Factory worker	180	20.50
Farmer	110	12.53
Retiree	252	28.70
Civil servant	41	4.67
Medical personnel	31	3.53
Military personnel	7	0.80
Othersa	194	22.10
Age (years)
18–19	31	3.53
20–29	144	16.40
30–39	208	23.69
40–49	156	17.77
50–59	145	16.51
≥60	194	22.10
Monthly incomeb (US$)
0	136	15.49
0.15–303.26	196	22.32
303.41–758.37	396	45.10
758.52–1,213.48	93	10.59
1,213.63–1,516.88	30	3.42
≥1,517.04	27	3.08
Residence
Shanghai	513	58.43
Outside Shanghai	365	41.57
Marital status
Single	141	16.06
Married	706	80.41
Widowed	19	2.16
Others	12	1.37

Notes:

a Others mean freelancers and unemployed personnel.

b The values of monthly income is converted from 1 to 1,999 RMB, 2,000 to 4,999 RMB, 5,000 to 7,999 RMB, 8,000 to 9,999 RMB, and ≥10,000 RMB.

Table 2 Distribution of respondents’ satisfaction ratings

Items	Completely dissatisfied	Dissatisfied	Neutral	Satisfied	Completely satisfied	Mean score (SD)	Median
Overall satisfaction with service received during hospitalization	1 (0.11)	4 (0.46)	85 (9.68)	413 (47.04)	375 (42.71)	4.32 (0.67)	4
The frequency of a daily nurses’ ward rounds	6 (0.68)	6 (0.68)	126 (14.35)	325 (37.02)	415 (47.27)	4.29 (0.79)	4
Nurses’ service attitudes when providing physical examinations	1 (0.11)	2 (0.23)	71 (8.09)	254 (28.93)	550 (62.64)	4.54 (0.66)	5
Nurses’ service attitudes when providing injections	2 (0.23)	4 (0.46)	61 (6.95)	228 (25.97)	583 (66.40)	4.58 (0.66)	5
Nurses’ total service attitudes	1 (0.11)	2 (0.23)	64 (7.29)	252 (28.70)	562 (64.01)	4.56 (0.64)	5
The duration of daily doctors’ ward rounds	20 (2.28)	57 (6.49)	315 (35.88)	263 (29.95)	223 (25.40)	3.70 (0.99)	4
Doctors’ service attitudes when addressing concerns	1 (0.11)	1 (0.11)	98 (11.16)	303 (34.51)	475 (54.10)	4.42 (0.70)	5
Doctors’ service attitudes when providing information	2 (0.23)	3 (0.34)	117 (13.33)	284 (32.35)	472 (53.76)	4.39 (0.74)	5
Doctors’ total service attitudes	0 (0)	4 (0.46)	85 (9.68)	284 (32.35)	505 (57.52)	4.47 (0.69)	5
Expenditures	18 (2.05)	27 (3.08)	236 (26.88)	301 (34.28)	296 (33.71)	3.95 (0.96)	4
Hospital environment	9 (1.03)	13 (1.48)	149 (16.97)	338 (38.50)	369 (42.03)	4.19 (0.84)	4

Note: Data shown as N (%).

Abbreviation: SD, standard deviation.

Table 3 Differences between demographic characteristics and satisfaction

Demography characteristics	Overall satisfaction with service received during hospitalization	The frequency of a daily nurses’ ward rounds	Nurses’ service attitudes when providing physical examinations	Nurses’ service attitudes when providing injections	Nurses’ total service attitudes	The duration of daily doctors’ ward rounds	Doctors’ service attitudes when addressing concerns	Doctors’ service attitudes when providing information	Doctors’ total service attitudes	Expenditures	Hospital environment
Sexa	11.38 (<0.01)**	6.06 (0.01)**	0.68 (0.41)	0.97 (0.33)	0.90 (0.34)	7.01 (0.01)**	4.46 (0.03)*	8.46 (<0.01)**	6.8 (0.01)**	1.15 (0.28)	6.89 (0.01)**
Occupationb	3.11 (0.87)	18.76 (0.01)**	13.28 (0.07)	10.96 (0.14)	9.81 (0.20)	6.09 (0.53)	88.91 (<0.01)**	10.37 (0.17)	14.42 (0.04)*	17.17 (0.02)*	6.70 (0.46)
Age stagec	0.03 (0.45)	0.16 (<0.01)**	0.10 (<0.01)**	0.10 (<0.01)**	0.08 (0.03)*	0.05 (0.15)	0.136 (<0.01)**	0.109 (<0.01)**	0.12 (<0.01)**	−0.04 (0.23)	0.034 (0.31)
Monthly incomec	0.05 (0.18)	−0.01 (0.88)	−0.01 (0.76)	−0.02 (0.50)	−0.01 (0.76)	0.03 (0.45)	0.00 (0.97)	0.04 (0.24)	0.01 (0.82)	0.04 (0.27)	−0.01 (0.71)
Marital statusb	0.99 (0.81)	3.48 (0.32)	6.25 (0.10)	1.873 (0.60)	4.56 (0.21)	3.05 (0.38)	10.40 (0.02)*	6.56 (0.09)	8.21 (0.04)*	0.66 (0.88)	9.19 (0.03)*
Residenceb	0.10 (0.75)	4.14 (0.04)*	0.38 (0.54)	0.68 (0.41)	0.64 (0.42)	0.67 (0.41)	2.81 (0.09)	0.16 (0.69)	0.48 (0.49)	4.18 (0.04)*	0.01 (0.94)

Notes:

* P<0.05 (two sided),

** P<0.01 (two sided).

a Wilcoxon rank sum test.

b Kruskal–Wallis test.

c Spearman’s rank correlation. Data shown in brackets is P-value.

Table 4 Rotated component matrix: components and scale psychometric properties

Items	Factor 1: nurses’ service attitude	Factor 2: doctors’ service attitude	Factor 3: expenditure and environment	Factor 4: sex
Sex	−0.01 (−0.01)	−0.06 (0.05)	−0.02 (0.01)	1.00 (1.00)
The frequency of a daily nurses’ ward rounds	0.62 (0.22)	0.33 (−0.06)	0.25 (0.03)	−0.08 (−0.07)
Nurses’ service attitudes when providing physical examinations	0.86 (0.42)	0.22 (−0.20)	0.16 (−0.06)	0.01 (0.01)
Nurses’ service attitudes when providing injections	0.84 (0.39)	0.26 (−0.16)	0.15 (−0.08)	0.01 (0.01)
Nurses’ total service attitudes	0.83 (0.37)	0.30 (−0.13)	0.18 (−0.06)	0.01 (0.02)
The duration of daily doctors’ ward rounds	0.11 (−0.26)	0.76 (0.48)	0.22 (−0.02)	−0.04 (0.02)
Doctors’ service attitudes when addressing concerns	0.38 (−0.09)	0.78 (0.41)	0.17 (−0.12)	−0.02 (0.04)
Doctors’ service attitudes when providing information	0.39 (−0.07)	0.78 (0.40)	0.19 (−0.10)	−0.04 (0.01)
Doctors’ total service attitudes	0.50 (0.01)	0.70 (0.30)	0.19 (−0.10)	−0.03 (0.01)
Expenditures	0.16 (−0.15)	0.27 (−0.08)	0.84 (0.66)	0.03 (0.06)
Hospital environment	0.28 (−0.05)	0.19 (−0.18)	0.82 (0.64)	−0.06 (−0.04)
Initial Eigenvalues	5.66	1.07	0.99	0.86
Percentage of variance	51.47	9.71	8.99	7.79
Cumulative percentage of variance	51.47	61.18	70.17	77.96

Notes: Extraction method: principal component analysis. Rotation method: varimax with Kaiser normalization. Data shown as Eigenvalues (coefficient).

Table 5 Ordinal regression analysis

Independent variable (x)	Dependent variables (Y)
	Estimate	SE	Wald χ^2	P-value	OR (95% CI)
Factor 1: nurses’ service attitude (x1)	0.89	0.08	123.96	<0.01	2.43 (2.08, 2.84)
Factor 2: doctors’ service attitude (x2)	1.16	0.08	189.67	<0.01	3.19 (2.71, 3.76)
Factor 3: expenditure and environment (x3)	1.00	0.08	151.55	<0.01	2.72 (2.32, 3.18)
Factor 4: sex (x4)	−0.23	0.07	9.89	<0.01	0.79 (0.68, 0.92)

Notes: Estimate is the value of partial regression coefficients. Reference: satisfaction of overall hospitalization care =5 (completely satisfied). Link function: logit.

Abbreviations: OR, odds ratio; SE, standard error; CI, confidence interval.