Objective Based on American Customer Satisfaction Index（ACSI）and European Customer Satisfaction Index（ECSI）models

we aimed to investigate the composition and effect size of factors influencing inpatient satisfaction

and also construct an inpatient satisfaction evaluation model.Methods After literature search and expert consultation

an inpatient satisfaction questionnaire was designed.The survey was performed by accidental sampling

and the reliability and validity of the questionnaire were assessed.Results The inpatient satisfaction evaluation model comprised five variables

i.e.hospital image

patient expectation

perceived quality

perceived value

and patient satisfaction.Perceived quality had the greatest impact on patient satisfaction（effect size

0.905）

followed by hospital image（effect size

0.394）and perceived value（effect size

0.588）.As for patient expectation

a negative direct effect（effect size

-0.226）and a positive indirect effect（effect size

0.696）was observed

with a total effect size of 0.470.Conclusion When providing healthcare service

we may enhance patient satisfaction via three approaches:patient expectation

perceived quality

and perceived value.Of these

improving perceived quality should be considered a focus.Meanwhile

clinicians should ensure that their patients are well informed about the illness and treatment options

and involve their patients in the decision-making process.