顾客满意度和顾客忠诚度在医院管理中的应用

Application of Customer Satisfaction and Loyalty in Hospital Management

深入开展顾客满意度和忠诚度研究,关注患者满意,培养患者忠诚已经成为学术界和医院经营管理者共同关注的焦点。充分认识满意度与忠诚度的关系,研究顾客满意、服务质量、顾客信任和转换成本对忠诚度的决定影响,对医院经营管理将起到积极的促进作用。它将有助于构建和谐互信的新形医患关系、以顾客为导向的服务质量改进和提升医院经营绩效。

Degrees of patient satisfaction and loyalty are becoming increasingly the focus of academic research and hospital managers. Knowledge of relationship between patient satisfaction and loyalty and its influence would be helpful to promote the operation management of hospital. The influence elements include client satisfaction, service quality, client confidence, and switch cost. It would contribute to the harmonious relationship between doctors and patients and improvement of patient - oriented service quality and operating performance of hospital.