THE RESEARCH OF REGULATORY EFFECT OF EMOTIONAL INTELLIGENCE ON THE RELATIONSHIP BETWEEN MEDICAL STAFF SATISFACTION AND INJURED PLAYERS SATISFACTION
Keywords:
medical staff satisfaction; patient satisfaction; emotional intelligence; the hospital management.Abstract
Through literature review and empirical investigation, this thesis selects emotional intelligence as moderator variable to establish a theoretical model of regulatory effect of doctor's emotional intelligence on the doctor-patient satisfaction. We use structural equation modeling to investigate the relationship, take samples from five public hospitals in Beijing to perform an empirical investigation, and design the theoretical model of regulatory effect of emotional intelligence on the doctor-injured players satisfaction. The following hypotheses are made: H1 medical staff satisfaction has a direct impact on injured player’s satisfaction; H2 emotional intelligence of medical staff has a regulatory role in medical staff-injured player’s satisfaction. The results show that the medical staff overall satisfaction has a direct positive influence on the overall satisfaction of injured players. The medical staff overall satisfaction has significantly positive relationship with the following dimensions of the injured player’s satisfaction, e.g. medical technology, service attitude, doctor-patient communication and medical ethics. Emotional intelligence of medical staff has a regulatory role in medical staff-patient satisfaction, reflected in patient satisfaction with medical technology, with the service attitude of the medical staff, and with doctor-patient communication.