The Study And Management Of Service Profit Chain In Wuhan Xiehe Hospital

This research aims at improving the management of service profit chain in Wuhan Xiehe Hospital, at the same time providing references in mind and method for the transferring of manage mode in the medical service industry through the investigation to the service profit chain system of Wuhan Xiehe Hospital. This paper proceeds in four stages. The first stage designs the methods of investigate and research; the second stage investigates and researches for the service profit chain system; the third stage analysis and diagnoses to the service profit chain system; and the last stage sets forth the recommend measure of resolving the problem.Referring to documents possessed at hand, survey questionnaires and methods of employees and patients are designed. Employees'questionnaires involve investigation projects like satisfaction and loyalty of employees, and several inner service quality factor such as: work conditions, returns from work, work itself, coordination and connection among different jobs, the management of hospital. Patients'questionnaires involve investigation projects like satisfaction and loyalty of patients, and several inner medicine service quality factor such as: structure quality, process quality, consequence quality, charges of hospital, images of hospital. 799 pieces of effective samples are reclaimed through taking lots of investigation methods, for instance, stratified randomized sampling, visiting investigation, self--filling by interviews, posting investigation. The investigation digitals are analysised in reliability and validity, description, variance and principal components by using SPSS12.0 software. Reliability and validity analysis prove that various scales and investigation digitals are reliable and valid.This research finds that in the aspect of inner service, there are many problems about returns from work, work itself, coordination and connection among different jobs, the management of hospital needs to be solved timely. Though employees'satisfaction is not very high, the loyalty is just all right. In the aspect of medical service quality to inpatients, problems like doctors and nurses'techniques, explaining the advantage and disadvantage of prescriptions, protection of private, devices'advance and well--protected and environment health situation of hospital are rather notable. Both the satisfaction and loyalty of patients'are relatively high. Doctor's attitude, protection of private, careful examination and cure of doctors and their technological level are key questions that restrict the promotion of medicine service quality in clinics. Out--patients'satisfaction and loyalty are lower than inpatients'. In the hospital, there exists such problems: lagging of service marketing sense, imperfect of hospital management system, not fully emphasizing on administrating of satisfaction and loyalty through qualitative interview analysis of management system in hospital.According to the analysis consequences and actual situations of hospital, there are some suggestions to the hospital. Such as Implementing employee relationship management to improve employee's satisfaction and loyalty, implementing customer relationship management to improve customer's satisfaction and loyalty, advocating advanced service marketing senses, carrying out integrated marketing strategies, founding service marketing organizes and thinking highly of the management of brand and so on.