疫苗接种中心的服务体验与作为未来疫苗接种意愿驱动因素的期望确认之间的关联：对瑞士大规模 COVID-19 疫苗接种中心用户的调查结果。

IF 4.5 3区医学 Q2 IMMUNOLOGY

Vaccine Pub Date : 2024-11-08 DOI:10.1016/j.vaccine.2024.126509

Franziska Mattes , Julia Dratva , Sarah Schmelzer , Aylin Wagner , Florian Liberatore

{"title":"疫苗接种中心的服务体验与作为未来疫苗接种意愿驱动因素的期望确认之间的关联：对瑞士大规模 COVID-19 疫苗接种中心用户的调查结果。","authors":"Franziska Mattes , Julia Dratva , Sarah Schmelzer , Aylin Wagner , Florian Liberatore","doi":"10.1016/j.vaccine.2024.126509","DOIUrl":null,"url":null,"abstract":"<div><h3>Background</h3><div>During the COVID-19 pandemic, vaccination centers were established to achieve widespread immunization of the public within a short time. This may, however, have come at the cost of customer experience. This study analyzes factors related to the special characteristics of service experiences in COVID-19 vaccination centers and their impact on expectation confirmation as a driver of future vaccination intentions.</div></div><div><h3>Methods</h3><div>Our analysis is based on data from an online survey among clients of a vaccination center in Switzerland receiving a second dose of COVID-19 vaccines between May and September 2021 (<em>n</em> = 3192). Using a structural equation model, we analyzed the impact of perceived competence, informed consent, safety beliefs, privacy perceptions, and warmth on service experience and expectation confirmation.</div></div><div><h3>Results</h3><div>Perceived competence (path coefficient [p.c.] 0.199 95 % confidence interval [CI] 1.123–0.288), safety beliefs (p.c. 0.124, 95 % CI 0.070–0.178), privacy perceptions (p.c. 0.226, 95 % CI 0.162–0.299), and warmth (p.c. 0.286, 95 % CI 0.180–0.381) have a direct positive effect on service experience, which in turn has a positive effect on expectation confirmation (p.c. 0.313, 95 % CI 0.246–0.380). The quality of the informed consent discussion (p.c. 0.071, 95 % CI −0.001–0.145) between vaccinating health professional and customer had no effect on service experience. The effect size (f2) of warmth (f2 0.089, 95 % CI 0.180–0.381), and privacy perceptions (f2 0.060, 95 % CI 0.162–0.299) on service experience was higher than that for perceived competence (f2 0.041, 95 % CI 0.123–0.288) and safety beliefs (f2 0.020, 95 % CI 0.0.07–0.178).</div></div><div><h3>Conclusions</h3><div>The service experience in vaccination centers is related to expectation confirmation, which can enhance the likelihood of future revaccination. When planning vaccination center operations, attention should be paid to providing a comfortable and service-friendly environment for clients.</div></div>","PeriodicalId":23491,"journal":{"name":"Vaccine","volume":"43 ","pages":"Article 126509"},"PeriodicalIF":4.5000,"publicationDate":"2024-11-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"The association between service experience in vaccination centers and expectation confirmation as a driver of future vaccination intentions: Results from a survey among users of a Swiss mass COVID-19 vaccination center\",\"authors\":\"Franziska Mattes , Julia Dratva , Sarah Schmelzer , Aylin Wagner , Florian Liberatore\",\"doi\":\"10.1016/j.vaccine.2024.126509\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><h3>Background</h3><div>During the COVID-19 pandemic, vaccination centers were established to achieve widespread immunization of the public within a short time. This may, however, have come at the cost of customer experience. This study analyzes factors related to the special characteristics of service experiences in COVID-19 vaccination centers and their impact on expectation confirmation as a driver of future vaccination intentions.</div></div><div><h3>Methods</h3><div>Our analysis is based on data from an online survey among clients of a vaccination center in Switzerland receiving a second dose of COVID-19 vaccines between May and September 2021 (<em>n</em> = 3192). Using a structural equation model, we analyzed the impact of perceived competence, informed consent, safety beliefs, privacy perceptions, and warmth on service experience and expectation confirmation.</div></div><div><h3>Results</h3><div>Perceived competence (path coefficient [p.c.] 0.199 95 % confidence interval [CI] 1.123–0.288), safety beliefs (p.c. 0.124, 95 % CI 0.070–0.178), privacy perceptions (p.c. 0.226, 95 % CI 0.162–0.299), and warmth (p.c. 0.286, 95 % CI 0.180–0.381) have a direct positive effect on service experience, which in turn has a positive effect on expectation confirmation (p.c. 0.313, 95 % CI 0.246–0.380). The quality of the informed consent discussion (p.c. 0.071, 95 % CI −0.001–0.145) between vaccinating health professional and customer had no effect on service experience. The effect size (f2) of warmth (f2 0.089, 95 % CI 0.180–0.381), and privacy perceptions (f2 0.060, 95 % CI 0.162–0.299) on service experience was higher than that for perceived competence (f2 0.041, 95 % CI 0.123–0.288) and safety beliefs (f2 0.020, 95 % CI 0.0.07–0.178).</div></div><div><h3>Conclusions</h3><div>The service experience in vaccination centers is related to expectation confirmation, which can enhance the likelihood of future revaccination. When planning vaccination center operations, attention should be paid to providing a comfortable and service-friendly environment for clients.</div></div>\",\"PeriodicalId\":23491,\"journal\":{\"name\":\"Vaccine\",\"volume\":\"43 \",\"pages\":\"Article 126509\"},\"PeriodicalIF\":4.5000,\"publicationDate\":\"2024-11-08\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Vaccine\",\"FirstCategoryId\":\"3\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0264410X24011915\",\"RegionNum\":3,\"RegionCategory\":\"医学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"IMMUNOLOGY\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Vaccine","FirstCategoryId":"3","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0264410X24011915","RegionNum":3,"RegionCategory":"医学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"IMMUNOLOGY","Score":null,"Total":0}

引用次数: 0

摘要

背景：在 COVID-19 大流行期间，建立了疫苗接种中心，以便在短时间内为公众广泛接种疫苗。然而，这可能是以客户体验为代价的。本研究分析了与 COVID-19 疫苗接种中心服务体验的特殊性有关的因素及其对作为未来疫苗接种意愿驱动因素的期望确认的影响：我们的分析基于一项在线调查数据，调查对象是 2021 年 5 月至 9 月期间在瑞士一家接种中心接种第二剂 COVID-19 疫苗的客户（n = 3192）。通过结构方程模型，我们分析了感知能力、知情同意、安全信念、隐私感和温馨度对服务体验和期望确认的影响：结果：感知能力（路径系数 [p.c.] 0.199 95 % 置信区间 [CI] 1.123-0.288）、安全信念（p.c. 0.124, 95 % CI 0.070-0.178）、隐私感知（p.c. 0.226, 95 % CI 0.162-0.299）和温暖感知（p.c. 0.226, 95 % CI 0.162-0.299）对服务体验和期望确认的影响。299）和温暖感（p.c. 0.286，95 % CI 0.180-0.381）对服务体验有直接的积极影响，而服务体验又对期望确认（p.c. 0.313，95 % CI 0.246-0.380）有积极影响。接种保健专业人员与顾客之间的知情同意讨论质量（p.c. 0.071，95 % CI -0.001-0.145）对服务体验没有影响。温暖感（f2 0.089，95 % CI 0.180-0.381）和隐私感（f2 0.060，95 % CI 0.162-0.299）对服务体验的影响大小（f2）高于能力感（f2 0.041，95 % CI 0.123-0.288）和安全信念（f2 0.020，95 % CI 0.0.07-0.178）：结论：疫苗接种中心的服务体验与期望确认有关，而期望确认可提高未来再次接种的可能性。在规划疫苗接种中心的运营时，应注意为客户提供舒适的服务环境。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

The association between service experience in vaccination centers and expectation confirmation as a driver of future vaccination intentions: Results from a survey among users of a Swiss mass COVID-19 vaccination center

Background

During the COVID-19 pandemic, vaccination centers were established to achieve widespread immunization of the public within a short time. This may, however, have come at the cost of customer experience. This study analyzes factors related to the special characteristics of service experiences in COVID-19 vaccination centers and their impact on expectation confirmation as a driver of future vaccination intentions.

Methods

Our analysis is based on data from an online survey among clients of a vaccination center in Switzerland receiving a second dose of COVID-19 vaccines between May and September 2021 (n = 3192). Using a structural equation model, we analyzed the impact of perceived competence, informed consent, safety beliefs, privacy perceptions, and warmth on service experience and expectation confirmation.

Results

Perceived competence (path coefficient [p.c.] 0.199 95 % confidence interval [CI] 1.123–0.288), safety beliefs (p.c. 0.124, 95 % CI 0.070–0.178), privacy perceptions (p.c. 0.226, 95 % CI 0.162–0.299), and warmth (p.c. 0.286, 95 % CI 0.180–0.381) have a direct positive effect on service experience, which in turn has a positive effect on expectation confirmation (p.c. 0.313, 95 % CI 0.246–0.380). The quality of the informed consent discussion (p.c. 0.071, 95 % CI −0.001–0.145) between vaccinating health professional and customer had no effect on service experience. The effect size (f2) of warmth (f2 0.089, 95 % CI 0.180–0.381), and privacy perceptions (f2 0.060, 95 % CI 0.162–0.299) on service experience was higher than that for perceived competence (f2 0.041, 95 % CI 0.123–0.288) and safety beliefs (f2 0.020, 95 % CI 0.0.07–0.178).

Conclusions

The service experience in vaccination centers is related to expectation confirmation, which can enhance the likelihood of future revaccination. When planning vaccination center operations, attention should be paid to providing a comfortable and service-friendly environment for clients.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

Vaccine 医学-免疫学

CiteScore

8.70

自引率

5.50%

发文量

992

审稿时长

131 days

期刊介绍： Vaccine is unique in publishing the highest quality science across all disciplines relevant to the field of vaccinology - all original article submissions across basic and clinical research, vaccine manufacturing, history, public policy, behavioral science and ethics, social sciences, safety, and many other related areas are welcomed. The submission categories as given in the Guide for Authors indicate where we receive the most papers. Papers outside these major areas are also welcome and authors are encouraged to contact us with specific questions.