The Study On The Impact Of Hospital Service Innovation On Patient Satisfaction

With the rapid development of world economy, every country is becoming aware of the importance of service industry to national economic development. For every country, industry and enterprise, innovation is the main ways to continuously enhance the core competitiveness. Of course, along with the transform and development of the society, innovation is no longer existing in manufacturing industry and technology, the service industry also needs innovation. At present, the development of all countries in the world attach great importance to service industry, and the service innovation has been invested a lot of human, financial and material resources. Without a doubt, innovation will become the driving force to promote the development of service enterprises. But, at present, our service industry has exposed low service quality, weak competitiveness, low customer satisfaction, and restricts the development of enterprises. Especially in the healthy service industry, which relating to people’s life safety, there are the problems that the service level is low, the medical information asymmetry and lack of sufficient attention, as well as the special nature of medical service industry itself and the different enterprise, how to improve the service quality, ease the increasingly prominent contradiction between doctors and patients, improve the overall performance of the hospital, nature became the focus of the hospital administrators and academic.With this background, this paper will combine the current situation of medical service from several service quality, service innovation, and patient satisfaction and other aspects of the defects and improvement of hospital service management. In addition, the author also summarizes the related literature at home and abroad, explains the concepts of patient satisfaction service quality, service, innovation, and the relationship among them, so as to build a conceptual model. Based on the empirical research, this paper draws the conclusion as follows:The stronger hospital service innovation consciousness is, the more comprehensive services patients receive. In other words, innovation, satisfaction is related closely with service products. Service innovation has significant effect on the quality of service, in four dimensions, service product innovation and service innovation have positive effects on quality of service. The better the service quality is, the higher the satisfaction of patients is. Service quality play a intermediary role between hospital service innovation and patient satisfaction.