佛山市南海区无偿献血者满意度调查分析

Analysis of the Satisfaction of Unpaid Blood Donors in FoShan, Guangdong

目的通过对佛山南海血站各采血点献血者进行服务满意度调查分析,了解血站满意度现状及其影响因素,为提高服务质量提供参考依据.方法自制调查问卷,采用方便抽样方法调查各献血点团体和个体无偿献血者共520名,分析不同人口学特征、不同献血情况对献血者满意度的影响.结果本次调查共发放问卷520份,回收有效问卷502份,总体有效回收率96.53%.佛山市南海血站献血者总体满意度为98.25%,且5个维度的满意度均高于97.5%.总体忠诚度为84.86%,美誉度为83.47%.个体献血者在5个维度上的满意度均高于团体献血者.结论献血者对血站总体服务满意度较高.团体献血者满意度低于个体献血者,血站服务质量有待进一步提升.

Objective To investigate the satisfaction of blood donors in FoShan for better understanding of the service quality of blood stations and its influencing factors.Methods With self-made questionnaire,520 individual and group unpaid blood donors were collected by convenient sampling from blood donation stations.The effects of different demographic characteristics and blood donation conditions on the satisfaction of blood donors were analyzed by rank sum test.Results A total of 520 questionnaires were distributed,502 valid questionnaires were recovered,with a recovery rate of 96.53%.The total rate of satisfaction of blood donors was 98.25%,and the satisfactory rate on five dimensions was over 97.5%.Total loyalty was 84.86%and the reputation was 83.47%.A high rate of satisfaction from individuals was noted compared with the group donors.Conclusion Blood donors are highly satisfied with the overall service of blood stations.Individual blood donors,however,express less satisfaction than group donors,indicating the necessity of the service quality improvement of blood station.