基于顾客感知的医院服务质量满意度研究

目的 了解基于顾客感知的不同层级医院服务质量满意度情况,为医院服务质量持续改进提供参考.方法 根据PZB的服务质量模型,从有形性、可靠性、响应性、保证性、移情性5个方面设计调查问卷,于2013年4月～8月对广东省某三级医院、某二级医院的顾客进行随机抽样调查.结果 顾客对三级医院、二级医院服务质量总体比较满意,但在某些方面仍有差距,尤其是二级医院.结论 医院应重视基于顾客感知的医疗服务质量满意度,积极改进不足,努力满足顾客合理需求,促医疗服务质量不断提高.

Study on Customer Perception Based Satisfaction on Hospital Service Quality

Objective To explore the customer perception based satisfaction on hospital service quality in different hierarchy hospitals,and provide reference for continuing improvement of hospital service quality.Method According to the PZB service quality model,the questionnaire was designed from five aspects including tangibility,reliability,responsiveness,determinism and moves.Customers in tertiary hospitals and second-class hospitals in Guangdong province were investigated by random sampling method from April to August 2013.Result The customers satisfied with the service quality in tertiary hospitals and second-class hospitals.However,it had gap in some aspects,especially in second-class hospitals.Conclusion Hospital should pay attention to the customer perception based satisfaction as for medical service quality,improve the shortcomings and satisfy the reasonable needs of the customers,to raise continuously the medical service quality.