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Table 3 Hypotheses test - Summary of results

From: A marketing perspective to “delight” the “patient 2.0”: new and challenging expectations for the healthcare provider

Hypotheses Results Statistical Analysis
H1aa: Age is related to Health Technology Usage. H1aa: Observed frequencies of technology users are higher in the segment of people aged 18–25 y.o. Pearson’s Chi-squared test
H1ba: Gender is related to Health Technology Usage. H1ba: No significant differences by gender in technology usage.
H1ca: Education level is positively related to Health Technology Usage. H1ca: The greatest percentage of technology users is found in the segment of people with higher level of education.
H1ab: Age is negatively related to Health Technology Perceived Importance H1ab: The importance of health technology is higher for younger people Analysis of Variance (ANOVA)
H1bb: Gender is related to Health Technology Perceived Importance H1bb: Women, compared with men, perceive as more important getting health support via web.
H1cb: Education level is positively related to Health Technology Perceived Importance. H1cb: Unlike people with no education, well-educated patients consider technologies relevant in the health sector.
H2a: Age is positively related to Overall Satisfaction. H2a: Young adults are less satisfied with the service received than over 65 people. Analysis of Variance (ANOVA)
H2b: Gender is related to Overall Satisfaction. H2b: Women are not as satisfied as men regarding the overall service.
H2c: Education level is negatively related to Overall Satisfaction. H2c: At higher educational levels, lower levels of overall satisfaction correspond.
H3a: Health technology usage is related to Overall Satisfaction. No significant differences by Health technology usage and the related attached importance in levels of overall satisfaction. Analysis of Variance (ANOVA)
H3b: Health technology perceived importance is negatively related to Overall Satisfaction.
H4aa: Age is related to Atmosphere&Comfort. H4aa, H4ab, H4ac: Age is related to Atmosphere&Comfort, Patient Empowerment and Privacy&Dignity. These experiential items of satisfaction are positively related to Overall Satisfaction for the sole segment of over 65 patients. Regression Analysis
H4ab: Age is related to Patient Empowerment.
H4ac: Age is related to Privacy&Dignity.
Atmosphere&Comfort has the greatest impact on Overall Satisfaction (47%), followed by Privacy&Dignity (30%) and finally Patient Empowerment (22%). For the youngest segment only Privacy&Dignity proved to have an impact on the Overall Satisfaction.
H4ba: Gender is related to Atmosphere&Comfort. H4ba, H4bb, H4bc: Gender is related to these Experiential items of Satisfaction. Patient Empowerment affects more than other items the Overall Satisfaction of female patients (58%), while for men Atmosphere&Comfort has the greatest impact on satisfaction (48%).
H4bb: Gender is related to Patient Empowerment.
H4bc: Gender is related to Privacy&Dignity.
H4ad: Age is related to Technology. H4ad, H4bd, H4ca, H4cb, H4cc, H4dd: No statistically significant relationships between Age, Gender and Technology and the Education level and all the Experiential items of Satisfaction.
H4bd: Gender is related to Technology
H4ca: Education level is related to Atmosphere&Comfort.
H4cb: Education level is related to Patient Empowerment
H4cc: Education level is related to Privacy&Dignity.
H4dd: Education level is related to Technology.
H5aa: Health technology usage is related to Atmosphere&Comfort. H5aa, H5ab: Health technology usage is related to Atmosphere&Comfort and Patient Empowerment. Technology users appear to be more satisfied with the overall service when empowered. While no users consider hospital environment characteristics as fundamental parameters of the care experience evaluation. Regression Analysis
H5ab: Health technology usage is related to Patient Empowerment.
H5ac: Health technology usage is related to Privacy&Dignity. H5ac, H5ad: No statistical evidence about these relationships
H5ad: Health technology usage is related to Technology.
H5ba: Health technology perceived importance is related to Atmosphere&Comfort H5ba, H5bb, H5bc, H5bd: No statistically significant relationships between Health Technology importance and the experiential items of satisfaction.
H5bb: Health technology perceived importance is related to Patient Empowerment.
H5bc: Health technology perceived importance is related to Privacy&Dignity.
H5bd: Health technology perceived importance is related to Technology.
H6a: Atmosphere&Comfort is positively related to Overall Satisfaction. (a) All the Experiential items of satisfaction affect the level of overall satisfaction. They impact on satisfaction in the following order: (a) Regression Analysis
(b) Correlation Analysis
H6b: Patient Empowerment is positively related to Overall Satisfaction. Atmosphere&Comfort (43%).
Privacy&Dignity (27%).
Patient Empowerment (24%).
Technology (5%).
H6c: Privacy&Dignity is positively related to Overall Satisfaction. (b) Patient Empowerment is positively correlated with the Overall Satisfaction. It emerges that when patients are accurately informed (consequently empowered) by physicians, they become more satisfied too.
H6d: Technology is positively related to Overall Satisfaction.