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Medical Services Customer Satisfaction Measurement System

Posted on:2005-02-26Degree:MasterType:Thesis
Country:ChinaCandidate:J KangFull Text:PDF
GTID:2206360152457298Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
The thesis aims at making an exploratory development on measurement system of customer satisfaction in medical service and the methods applied in hospital in China.On the basis of literature review and an investigation of the actuality of measuring customer satisfaction in medical service organizations in China, the author identifies five main existing problems. In order to resolve these problems, the author presents a measurement index system, including multiple dimensions and layers, and two questionnaires transformed from the system.The author uses SPSS 11.0 for Windows to make a reliability analysis and a validity analysis on the data obtained through a questionnaire survey on both inpatients and outpatients. The results indicate that the measurement index system is reasonable and applicable for hospital in China. The author also starts an empirical research into the methods to apply the system to hospital in China. On the basis of the research, the author presents three methods of analyzing the data obtained through customer satisfaction investigation. Besides, in the course of analyzing the demands of different type patients in medical service, the paper tries to discuss the demands of social vulnerable groups, and makes relevant suggestions for medical salvation.With the outputs of the foregoing research, the thesis proceeds to bring forward suggestions to help deepgoing the research and apply the measurement index system more efficiently.
Keywords/Search Tags:Medical service, organization, satisfaction, measurement index
PDF Full Text Request
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