The Research Of Customer Satisfaction Management Of The First People's Hospital Of Pingdingshan

The competition of medical industry is becoming more and moreheated with the opening of medical service fields and the development ofeconomy. Determined by the government for several years ourstate-owned hospitals seldom studied the management of customersatisfaction. Under this background this thesis discussed the factors whichinfluence the customer satisfaction and the customer loyalty.This research carried out a thoroughly investigation in the FirstPeople's Hospital of Pingdingshan on the guide of SERVQUAL scale.And then we analysed the score of service factors and their importanceand the coreations between customer satisfaction and customer loyalty bySPSS 11.0. The thesis also checked the difference between the groupsdivided by the features of sex, age, area and so on.