顾客感知服务质量视角下的医患关系改善

把患者及其亲属定位为医院的顾客，从顾客感知服务质量的角度分析医患冲突的成因，认为患者及其亲属的医学知识不足，对医疗服务质量产生过高的“顾客服务期望”，导致“顾客感知服务质量”低于期望值，结果形成了对医疗服务质量的负面评价，是医患关系紧张的重要原因之一。针对以上问题，本文提出通过普及医学知识，使患者及其家属对医疗服务质量产生合理的期望，在一定的医学知识的基础上,有能力对医院服务质量做出接近事实的判断，以达到增加顾客满意度，改善医患关系的目的。

Improvement of the relationship between doctors and patients from the view of customer perceived service quality

Defining patients and their relatives as customers, the causes of collision between doctor and patient will be analyzed in this article. Due to the lack of medicine knowledge, the patients and their relatives engender the expectation of customer service strongly resulting in the disappointment with the service quality and negative evaluation, which is the most important reason for the problem of doctor-patient relationship. Therefore, the patients and their relatives should acquire the elementary knowledge of medicine and evaluate the medical services in order to enhance the satisfaction of customers.