三级医院健康体检团体客户满意度影响因素分析

Analysis on Influencing Factors of Customer Satisfaction of Health Examination Group in Tertiary Hospitals

目的:分析三级医院健康体检团体客户满意度影响因素,为进一步做好健康管理服务、提高客户满意度提供参考。方法:对南京医科大学附属苏州医院、苏州市立医院北区苏州市健康管理(体检)中心2020年三季度2709名健康体检团体客户进行问卷调查,回收有效问卷2529份,对问卷数据进行探索性因子分析和结构方程模型分析。结果:健康体检团体客户满意度影响因素有4个:体检服务、体检质量、体检隐私、体检套餐,他们的影响力(权重)分别为33.276%、28.771%、20.378%、17.574%。结论:积极改进体检服务、体检质量、客户隐私、项目套餐,有助于提高健康体检团检客户满意度。

Objective:To analyze the influencing factors of customer satisfaction of health examination groups in tertiary hospitals,and to provide references for further improving health management services and improving customer satisfaction.Methods:A questionnaire survey was conducted among 2,709 health examination group clients from Suzhou Health Management(Physical Examination)Center,Suzhou Municipal Hospital,Suzhou Hospitalaffiliated ofNanjing Medical University in the third quarter of 2020,and 2,529 valid questionnaires were collected,and structural equation model analysis was performed on the questionnaire data.Results:There are four factors influencing customer satisfaction of health check-up groups:check-up service,check-up quality,customer privacy,and project package.Their influence(weight)is 33.276%,28.771%,20.378%,and 17.574%,respectively.Conclusion:Actively improving physical examination services,physical examination quality,customer privacy,and project packages will help improve customer satisfaction for health examinations.