Research On Customer Satisfaction Of Ouyang Orthopardic Hospital In Yinchun Based On CCSI Improvement Model

According to the "2021-2025 China Customer Hospital Industry In-depth Development Research and " 14 th Five-Year Plan " Enterprise Investment Strategic Planning Report" released by the Central Research Institute of Industry,in the future,China will enter a super-aging society around 2032,that is,the population over 65 years old is greater than the population aged 10-25,and it is expected to reach 300 million people in 2025,exceed 400 million in 2033,and reach a peak of 487 million around 2050.Orthopedic diseases are mainly concentrated in people over 45 years old,so the deepening of aging to a certain extent actually promotes the development of China’s orthopedic hospital market,the future market prospect of China’s orthopedic hospital market is highly broad.However,owing to the centralized procurement of medical consumables and the restrictions of local medical insurance policies,solely relying on prices and products can no longer meet the needs of market development and cannot gain a foothold in the competitive market.Only by strengthening the service to enhance the satisfaction of customers and to improve the competitiveness of the market.This thesis elaborates the relevant theories and research results at domestic and overseas,mainly focusing on the Swedish Customer Satisfaction Index(SCSB)model,the American Customer Satisfaction Index(ACSI)model and the Chinese Customer Satisfaction Index(CCSI)model.Yichun Ouyang Orthopedic Hospital is the main subject of the study for analysis,considering the service experience and service quality comprehensively,and constructed an appropriate CCSI model to design a questionnaire,which included 6dimensions and 20 observation variables.Smart PLS2.0 software was used to analyze and verify the reliability and validity of the questionnaire data,to measure and quantify the customer satisfaction index.The results of empirical analysis show that the image of a hospital brand(hospital popularity,hospital reputation,hospital culture)has a greater impact on customer satisfaction,and the evaluation of hospital charging price is relatively small.All in all,based on the data analysis,the optimization strategies of the hospital are proposed from the aspects of after-sales service management,to strengthen the training of employee quality,enterprise innovation,and customer relationship management,which provides valuable reference of improving the satisfaction of Yichun Ouyang Orthopedic Hospital and achieving long-term development of the hospital.