| 医疗服务中顾客满意度的概念与评估 |
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| 引用本文： | 王敏怡,黄淇敏.医疗服务中顾客满意度的概念与评估[J].中华医院管理杂志,2004,20(1):46-48. |
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| 作者姓名： | 王敏怡 黄淇敏 |
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| 作者单位： | 201900,上海第二医科大学附属宝钢医院 |
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| 摘 要： | 医疗服务市场的开放及医疗费用的上涨使病人在对医疗服务机构的选择上开始给予更多的关注。让顾客满意已成为继质量、价格之后的另一重要竞争因素。文章主要阐述了医疗服务中顾客满意度的含义、测量步骤以及研究顾客满意度的现实意义。
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| 关 键 词： | 满意度 顾客满意度 病人满意度 |
| 修稿时间： | 2003年6月12日 |
The concept and assessment of the degree of customer satisfaction in medical services |
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| WANG Min-yi,HUANG Qi-min.The concept and assessment of the degree of customer satisfaction in medical services[J].Chinese Journal of Hospital Administration,2004,20(1):46-48. |
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| Authors: | WANG Min-yi HUANG Qi-min |
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| Institution: | WANG Min-yi,HUANG Qi-min. Baogang Hospital affiliated to Shanghai Second Medical University,Shanghai 201900 China |
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| Abstract: | With the opening of the medical service market and the rise of medical expenses, patients have started to pay more attention to the choice of medical service institutions. Patient satisfaction has become another key factor in competition besides quality and price. The paper mainly deals with the implication of the degree of customer satisfaction in medical services, the steps of measurement, and the immediate significance of studying the degree of customer satisfaction. |
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| Keywords: | Degree of satisfaction Degree of customer satisfaction Degree of patient satisfaction |
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