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
Franziska Mattes , Julia Dratva , Sarah Schmelzer , Aylin Wagner , Florian Liberatore
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引用次数: 0
Abstract
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.
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