Research On Customer Satisfaction Evaluation Of XZ Community Health Service Station

The service process starts from the analysis of customer needs,and ends up with the satisfaction of customer.In the context of increasingly fierce market competition,only winning customers can win the market Community health services bear the important tasks of the six-in-one basic public health service and basic medical services,covering a wide range,and it has become the primary goal of the reform of the medical and health system The degree of patient satisfaction largely determines the survival and development of community health services.To evaluate the customer satisfaction of community health service and guide the community health service organization to take the promotion of customer satisfaction as the long-term strategic guidance will be beneficial to the health and sustainable development of the whole community health service industry.Moreover,at present,the research on patient satisfaction at home and abroad is concentrated on large medical institutions.There are few researches on customer satisfaction of community health service station,and there are few scientific system evaluation models and index system of customer satisfaction.Therefore,the research on the satisfaction of community health service institutions is of great practical and theoretical significance.This article took this as the research direction.First,through the analysis of the research background and research significance,the research questions were raised.Secondly,through the literature analysis of domestic and international customer satisfaction and industry community health service satisfaction literature,this paper used on the classic ACS I index model and the perceived service quality SERVQUAL scale,based on the research on the key influencing factors of community health service satisfaction,the customer satisfaction index model of community health service station was established in this paper.According to the characteristics of the industry and the actual situation of the research object,the paper makes a suitable evaluation index system,designs the questionnaire,and uses the GB/T19038 method guide issued by the Chinese Standard Committee and the guiding method of the GB/T19039 evaluation general rule.Conduct the evaluation in accordance with established procedures and rules.Using AMOS 17.0 software,the maximum likelihood method is used to fit the test satisfaction model,and the AMOS17 software calculates the load relation between latent variable and explicit variable,and calculates the index value of each variable.By using SPSS 22 software to analyze the influencing factors of customer satisfaction,the main problems of customer satisfaction are analyzed by using the survey results,and the countermeasures of improving customer satisfaction are put forward,and the conclusion of this study is obtained.(1)The customer satisfaction index model of community health service station was constructed,and the sample survey data of 458 chronic disease patients in XZ community were used to fit It is found that the fit was good,and the customer satisfaction of XZ community health service is found to be 6.393,indicating that customer satisfaction at XZ Community Health Service Station is not very good.(2)In further analysis,it can be found that the XZ Community Health Service Customer Satisfaction Index is lower because that the scores of type of drugs,equipment and facilities,payment channels,the allocation of personnel,medical charges,two-way referral,the physical examination files,signing up for door-to-door service,and chronic disease knowledge promotion were lower.(3)In order to improve the customer satisfaction of patients with chronic diseases in XZ community health service station,XZ community health service station should strengthen the allocation of human resources and strengthen the training of medical staff,provide targeted products and services and build the customer-centered health service station culture.This study took chronic patients served by a community health service station as the research object,filled the blank of the existing research object,in addition,carried on the quantitative analysis to a community health service station customer satisfaction influence factor.Find out the deficiency and put forward the promotion countermeasures,which can be used for reference for the evaluation and promotion of customer satisfaction in the same industry.