Research On Customer Service Quality Improvement Of Internet Medical Platform

Internet technology and mobile terminal equipment transfer traditional medical services to the network,resulting in Internet medical services,which is the product of the deep integration of the Internet and traditional medical services.People can receive high-quality medical services at home,providing great convenience for people to see a doctor.Internet medical industry has developed rapidly in recent years.As a new service enterprise,Internet medical enterprises want to seize the share and gain the leading edge in the competitive market,the key is to provide high-quality services for users.Therefore,it is an important strategic direction for Internet medical enterprises to continuously improve customer service quality.By analyzing the overall customer service quality of the platform of "W Traditional Chinese Medicine Library" of W Company,the weak parts were found and suggestions for improvement were put forward.The following steps are used to study the Internet medical platform.First of all,the relevant researches on service,service quality and evaluation model,Internet medical service and platform were sorted out and summarized by referring to the literature,and the characteristics of medical platform service in the context of the Internet were summarized,and the theoretical basis for the evaluation of service quality of Internet medical platform was obtained.Then,the influential factors of service quality of Internet medical platform are discussed by means of expert interview.Based on SERVQUAL model,important dimensions affecting service quality are selected:Reliability,Tangibility,Responsiveness,Assurance and Empathy.The evaluation indicators of the service quality model are sorted out,and an evaluation model that can be used to evaluate the service quality of the Internet medical platform is constructed based on the characteristics of Internet medical treatment,which is deleted and modified.Subsequently,analytic hierarchy process was used to analyze the weight of indicators and design a questionnaire.Then,from the perspective of customer satisfaction,a questionnaire survey was conducted on the customer service quality of "W Traditional Chinese Medicine Museum" of W Company and the data was analyzed.Finally,some improvement strategies are put forward according to the results.Conclusions are as follow.The overall service level of "W Traditional Chinese Medicine Clinic" is good.In this paper,the priority of promotion strategy is divided according to the order of user satisfaction from low to high,which is determined as:key improvement strategy,sub-key improvement strategy and advantage consolidation strategy.Firstly,company W should focus on the Empathy and Responsiveness with low satisfaction,then improve the Assurance and Tangible,and finally put forward the consolidation and improvement strategy for the Reliability of the dominant region.From the perspective of company system,personnel training,information technology and so on,the strategy of optimizing platform interface,adding personalized module,reducing waiting time,improving security is put forward to improve customer service quality.