摘要
构建医药企业服务质量维度模型,采用访谈法和问卷调查法研究医药企业服务质量的影响因素。研究表明:医药学术专员的职业形象、个性化服务、响应性以及行业政策对服务质量产生影响;医药行业政策与用户满意在短期内呈负相关还存在适应过程,其它因素均与用户满意呈正相关。以此为基础探讨了医药企业通过学术专员提升服务质量的思路和策略。
Constructing dimension model of medical enterprise service quality,and analyzing the influencing factors of service quality in pharmaceutical enterprises and their effects on customer satisfaction by the questionnaire survey and interview method.The research shows that the service quality of pharmaceutical enterprises in China is low for medical staff and patients.Tangibility,reliability,assurance,empathy,responsiveness and industry policy have an impact on the quality of service.In addition to the industry policy and customer satisfaction are negatively related in the short run,other factors are positively related to customer satisfaction.The paper also further discusses ideas and strategies for pharmaceutical enterprises to enhance service quality through academic commissioners.
作者
潘小毅
段世灿
Pan Xiaoyi;Duan Shican(School of Management,Hubei University of Chinese Medicine;Hubei Province Development Research Center of Traditional Chinese Medicine,Wuhan 430065,China;China Traditional Chinese Medicine Shareholding Co.,Ltd,Foshan 528000,China)
出处
《科技创业月刊》
2020年第11期82-89,共8页
Journal of Entrepreneurship in Science & Technology
基金
江汉大学武汉研究院开放性课题(IWHS20192001)。
关键词
医药企业
服务质量
用户满意
学术专员
Pharmaceutical Enterprise
Service Quality
Customer Satisfaction
Academic Commissioners
