医院顾客满意度测评体系研究

Empirical Study on Satisfaction Degree Measurement System of A Comprehensive Hospital

本研究从某大型综合性医院的实践出发,对测评体系进行了构建并进行了实证研究。确定了包括感知医疗质量、感知服务质量、便利程度、环境质量和约束条件共5个结构变量的模型,对测量指标进行了界定。

With the practices of a large comprehensive hospital, an empirical research was carried out to test the satisfaction measurement system, in which five structure variables including perceived health care quality, perceived service quality, convenience, environmental quality and the constraints were identified, meanwhile indicators of measurement was defined.