基于满意度调查的医院后勤物流服务提升研究

A study on the improvement of hospital logistics services based on satisfaction surveys

目的分析影响医院后勤物流服务满意度的因素,探讨提升医院后勤物流管理质量的有效途径。方法于2020年1月发放215份自主设计的医院后勤物流服务满意度电子调查问卷进行调查,问卷内容包括被调查者性别、年龄和文化程度3项基本信息以及物流人员形象及态度、流程响应及质量、工具应用及效率3个维度,共18项条目。满意度调查问卷采用Likert 5级评分量表,采用SPSS 26.0进行统计分析。计数资料以例数(%)表示、采用χ2检验;计量资料符合正态分布的以xˉ±s表示,采用t(F)检验;将因子分析各维度的标准变量及满意度总分纳入多元线性回归模型,确定影响物流服务满意度的关键因素。结果本研究共回收209份有效问卷。各维度满意度最低的是工具应用及效率(2.63±0.46)分;满意度最高的是流程响应及质量(4.86±0.27)分;人员形象及态度(4.12±0.34)分。对于后勤物流服务满意度总分的影响作用从大到小依次为:工具应用及效率、人员形象及态度、流程响应及质量,标准化系数分别为0.727、0.570、0.382。结论工具应用及效率维度对医院后勤物流服务满意度影响最大,应以此为重点制定相应的改进措施,提高医院后勤物流服务水平。

Objective To understand the factors influencing satisfaction with hospital logistics services and explore effective ways to improve the quality of hospital logistics management.Methods In January 2020,a total of 215 self-designed electronic survey questionnaires on satisfaction with hospital logistics services were distributed.The questionnaire included basic information about respondents,such as gender,age,and educational level.It also covered three dimensions:logistics personnel image and attitude,process responsiveness and quality,and tool application and efficiency,comprising a total of 18 items.The satisfaction survey questionnaire used a Likert 5-point rating scale,and statistical analysis was conducted using SPSS 26.0.Count data were expressed as frequencies(%),analyzed using theχ2 test;normally distributed quantitative data were expressed as xˉ±s,and the t(F)test was used.Standardized variables of each dimension from factor analysis and the overall satisfaction score were included in a multiple linear regression model to determine the key factors influencing logistics service satisfaction.Results A total of 209 valid questionnaires were collected in this study.The lowest satisfaction was observed in the dimension of tool application and efficiency,with a score of(2.63±0.46).The highest satisfaction was in the dimension of process responsiveness and quality,with a score of(4.86±0.27),followed by personnel image and attitude dimension with a score of(4.12±0.34).The impact on the overall satisfaction score of logistics services,from the largest to the smallest,was as follows:tool application and efficiency dimension,personnel image and attitude dimension,process responsiveness and quality dimension,with standardized coefficients of 0.727,0.570,and 0.382,respectively.Conclusion The tool application and efficiency dimension have the greatest impact on satisfaction with hospital logistics services.Improvement measures should be focused on this dimension to enhance the level of hospital logistics services.