医药商业公司顾客满意度关键影响因素分析

An Analysis on Key Customer Satisfaction Factors in the Pharmaceutical Commercial Enterprises

文章以研究我国医药商业公司顾客满意度关键影响因素为主题,探索如何通过实施关键影响因素提高医药商业公司顾客满意绩效。通过对国内65家医院、医药商业公司、医药零售企业的面谈和问卷调查,提出了适合医药商业公司顾客满意的7个一级指标和34个二级影响因素的理论模型。通过因子分析、回归分析得出了医药商业公司顾客满意度10个关键影响因素及理论模型。

This paper explored the key influencing factors to improve the consumer satisfaction index in the pharmaceutical com-mercial enterprises. Based on the actual data by questionnaire investigation or interview among 65 hospitals, pharmaceutical com- mercial enterprises and pharmaceutical retail enterprises, the article constructed the evaluation system of the consumer satisfaction in the pharmaceutical commercial enterprises, which included 7 first-levelindexes and 34 second-levelindexes. By regression analysis and factor analysis, the paper indicated the key influencing factors attach special importance to enhance the consumer satisfaction index in the pharmaceutical commercial enterprises.