利用顾客满意理论构建社区卫生服务顾客满意度模型

The application of customer satisfaction index system of community health service by customer satisfaction theory

在借鉴顾客满意理论的基础上,建立了面向我国城市社区卫生服务管理诊断和服务改进的顾客满意度模型,并在该模型的基础上设计了三个等级指标的调查问卷体系,以期为有效地提高社区卫生服务利用者满意度并及时地发现社区卫生服务运作管理中存在的问题提供管理依据。

Through introducing the principle of customer satisfaction and its concrete application in community health service, we set up the improved customer satisfaction model for chinese urban community health service institution, based on which a three-level index system was designed as well. The author hoped this research can provide administration reference for enhancing the customer satisfaction degree effectively and finding the management defects timely of community health service.