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Expectations and Level of Satisfaction of the Patient with Parkinson’s Disease Undergoing Deep Brain Stimulation Surgery at the National Institute of Neurology and Neurosurgery
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作者 Paola Bazán-Rodríguez Eduardo Ichikawa-Escamilla +4 位作者 Etienne Reséndiz-Henríquez Carlos E. Martínez-Cortés Amin Cervantes-Arriaga Mayela Rodríguez-Violante Lisette Bazán-Rodríguez 《Advances in Parkinson's Disease》 CAS 2024年第1期1-7,共7页
Background: Deep brain stimulation (DBS) is an established treatment for patients with advanced Parkinson’s disease (PD). Reports show continued patient satisfaction after surgery despite not maintaining clinical imp... Background: Deep brain stimulation (DBS) is an established treatment for patients with advanced Parkinson’s disease (PD). Reports show continued patient satisfaction after surgery despite not maintaining clinical improvement as measured by evolution scales. Objectives: The present study sought to explore expectations and level of satisfaction in patients after DBS surgery with a semi-structured questionnaire and subsequent correlation with functional scales, Quality of Life (QoL), and motor and non-motor symptoms. Methods: We performed descriptive statistics to represent demographic data, Wilcoxon rank tests to determine significant differences, and Spearman correlation between the applied scales. Results: We evaluated 20 patients with a history of DBS surgery. 45% were female, with a mean age of 55.7 ± 14.15 years, a mean disease duration of 13.42 ± 8.3 years, and a mean time after surgery of 3.18 ± 1.86 years. Patients reported surgery meeting expectations in 85.5% and continued satisfaction in 92%. These two variables showed a significant correlation. Conclusions: This sample of patients remained satisfied after DBS surgery, although we found no differences in motor and non-motor clinimetric scales. Further studies are needed to confirm the importance of assessing quality of life in patients with DBS. 展开更多
关键词 Parkinson’s Disease Quality of Life Deep Brain stimulation Patient satisfaction
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The Research of Cenozoic Migrant Worker Satisfaction
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作者 于海霞 《科技信息》 2010年第27期I0201-I0202,共2页
The phenomenon of Cenozoic migrant worker shortage is a realism problem of China's enterprise, and Cenozoic migrant worker has become an important force occupied the social structure. So the study of Cenozoic migr... The phenomenon of Cenozoic migrant worker shortage is a realism problem of China's enterprise, and Cenozoic migrant worker has become an important force occupied the social structure. So the study of Cenozoic migrant worker's status and the demand is imperative. Understand employees' both psychological and physiological satisfaction of enterprises' environmental factors, and make some corresponding changes is of great help to reduce the employee turnover rate. This paper commenced to research from the Cenozoic migrant worker 's characteristics, analyzed conditions and puts forward the corresponding countermeasures. 展开更多
关键词 人力资源管理 人才学 市场学 市场销售
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Priority of Factors Affected on Customer's Satisfaction in the E-Banking by Using Kano Model and Analytical Hierarchy Process: A Case of Iranian Commercial Bank 被引量:3
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作者 Younos Vakil Alroaia Mohammad Hemati Kambiz Abdi 《Journal of Modern Accounting and Auditing》 2011年第10期1097-1105,共9页
The aim of the article is to determine the extent to which customer satisfaction's in the e-banking in Semnan area had organizational and customer readiness for developing their services. One of the most important se... The aim of the article is to determine the extent to which customer satisfaction's in the e-banking in Semnan area had organizational and customer readiness for developing their services. One of the most important sectors that plays key role for grasping developed condition is banking sector. Banks like other institutions also look for augmenting their profits and increasing their strength by expansion. The designing of bank must involve selection of those that have sufficient success potential. Hence, from several factors of success, the following three criteria factors have been: selected-customer satisfied, one dimensional, and product fully functional. These factors offers three question multi criteria group extracted from a 16 norms. Also, three criteria factors have been studied over a period of five years and important criteria for evaluating the norms. The Analytical Hierarchy Process (AHP) has been employed to calculate the success potential of each norm. The empirical data comprises the longitudinal survey of the agricultural banking of the Semnan province. The paper, also, finds that product fully functional is placed as the first priority. 展开更多
关键词 customer's satisfaction E-BANKING AHP Iran
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集体经营性建设用地入市农户满意度影响因素研究——基于Logistic-ISM模型的分析
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作者 周香梅 王恒伟 刘秀华 《西南大学学报(自然科学版)》 CAS CSCD 北大核心 2024年第7期57-70,共14页
农户满意程度可以反映政策改革成效,探究农户集体经营性建设用地入市满意度影响因素,有助于评价政策实施效果,同时对提升农村发展和农民幸福感也有一定的现实意义.采用问卷调查和访谈的方式,选取重庆市大足区作为研究区域,基于Logistic... 农户满意程度可以反映政策改革成效,探究农户集体经营性建设用地入市满意度影响因素,有助于评价政策实施效果,同时对提升农村发展和农民幸福感也有一定的现实意义.采用问卷调查和访谈的方式,选取重庆市大足区作为研究区域,基于Logistic模型确定农户满意度的影响因素,结合ISM模型分析各影响因素之间的层次关系,对农民的政策实施满意度影响因素进行实证分析.研究结果显示:(1)针对入市实施效果,绝大部分农户持满意态度,不满意的地方集中在收益分配不及时和环境污染方面;(2)家中是否有村干部、生态环境变化情况、是否参与表决、分配公平性、入市实际收益、程序透明性、入市风险存在情况、对入市土地所有者的认知对入市农户满意度有显著影响.其中对入市土地所有者的认知、入市风险存在情况、入市实际收益为表层直接因素,中层间接因素有生态环境变化情况、是否参与表决、分配公平性以及程序透明性,家中是否有村干部为深层根源因素.应进一步完善土地产权制度,明晰入市到期后土地权属问题;健全监督管理机制,建立集体经营性建设用地入市单位的产业目录和准入标准制度;完善收益分配机制,制定集体土地入市指导性分配意见;将村集体负责人纳入政府基层领导队伍体系,提高程序透明性. 展开更多
关键词 集体经营性建设用地入市 满意度 影响因素 Logistic-IsM模型 大足区
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Exploring the Retailer's Relational Satisfaction in a Non-western Context: Evidence From the Tunisian Post 2011 's RevolutionSetting
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作者 Rym BenHalima Rym Trabelsi 《Chinese Business Review》 2017年第6期278-291,共14页
The current research aims to find out whether the model of the retailer's relational satisfaction, developed in a western setting is relevant in a different economic and cultural field of investigation: the Tunisian... The current research aims to find out whether the model of the retailer's relational satisfaction, developed in a western setting is relevant in a different economic and cultural field of investigation: the Tunisian post 2011 revolution's emerging context, and in a different industry: the retail industry. It explores the distinctive economic and cultural features that affect the retailer's relational satisfaction with its consumer goods manufacturers. The study employs a survey based on a face-to-face administered questionnaire. Two hundred and thirty four responses from a survey with Tunisian retailers as well as international retailers operating in Tunisia were obtained. All constructs are measured using five-point Likert type scales (1 = strongly disagree, 5 = strongly agree). Analyses are conducted using exploratory factor analysis and reliability analysis. The results support the original model with however some differences derived from the Tunisian economic setting as a whole, the characteristics of the Tunisian consumer goods industry as well as the clan characteristic feature of the Tunisian collectivistic culture. Thus, the amount of discounts obtained, does no longer contribute to the retailer's economic satisfaction. Moreover, when it comes to social satisfaction, the respondents get uncomfortable, even to deal with a potential negative interaction with their suppliers. For retail companies involved in internationalization in the Maghreb Region, and especially in Tunisia, it seems that other competitive advantages than prices are to be developed, such as the development of private label or other services that create positive perceived value for the Tunisian customer. From a cultural standpoint, western managers have rather to go away from a formalized channel relationship management, while taking into account the importance of interpersonal influence. The study sheds light on the heterogeneity of the so-called Arab-Muslim world. This is highlighted in the management of channel relationship in Tunisia, that is influenced by: (1) The government's price regulation and control, especially in many food products; (2) The relative weak importance of discounts in gaining retailer's economic satisfaction; (3) The reshaping of the local retailing sector due to the arrival of international retail companies; (4) The clan feature of the Tunisian collectivistic culture that advocates putting priority on interpersonal influence in channel relationship's management. 展开更多
关键词 channel relationship relational satisfaction retailer's satisfaction economic satisfaction socialsatisfaction emerging economy Arab-Muslim context
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Patient Satisfaction Index and Quality of Life Measurement with Breast-Q after Breast Reconstruction in a Plastic Surgery Center in Mexico
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作者 Jose C. Martinez-López Jaime A. García-Espinoza +5 位作者 David Flores-Soto Carlos I. Navarro-Delgadillo Cuahutemoc Márquez-Espriella Rodrigo Dávila-Diaz Esteban I. Campos-Serna Víctor H. Avalos-Gómez 《Journal of Biosciences and Medicines》 2021年第6期94-105,共12页
<strong>Introduction: </strong>Cancer is one of the most devastating pathologies to affect the breast. Mastectomy stigmas are associated with depression, body image dysmorphia, and decreasing quality of li... <strong>Introduction: </strong>Cancer is one of the most devastating pathologies to affect the breast. Mastectomy stigmas are associated with depression, body image dysmorphia, and decreasing quality of life. BREAST-Q is a PROM (Patient Reported Outcome Measures) that has proven useful in measuring satisfaction with breast reconstruction results from the patient’s point of view. <strong>Objectives:</strong> To measure the satisfaction index and improvement in quality of life after breast reconstruction for breast cancer sequelae in our hospital in the last 5 years.<strong> Materials and Methods:</strong> Descriptive Study that includes patients with Breast cancer diagnosis that underwent mastectomy and breast reconstruction (prosthesis or autologous tissue) in “Hospital Central Sur de Petroleos Mexicanos” (January 2015 to January 2020), whose satisfaction index was measured with BREAST-Q one year after reconstruction. <strong>Results:</strong> 153 patients were included in the analysis. Mean global satisfaction was 74 points. We observed a tendency towards higher psychosocial, sexual and appearance satisfaction in patients who underwent reconstruction with autologous tissue. The mean satisfaction with provided information was 64 points and with the medical team > 90 points. <strong>Conclusion:</strong> Breast reconstruction is associated to a high satisfaction index and quality of life improvement regardless of the technique. BREAST-Q proved to be useful in evaluating patient experience and it helped us identify areas of opportunity to improve our care. 展开更多
关键词 BREAsT-Q Breast Reconstruction PROM’s satisfaction Index Quality of Life Mexico
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A Research on the Relationship of Charismatic Leadership Behaviors of Agricultural Cooperative Managers With Cooperative Shareholders' Performance and Satisfaction
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作者 Necdet Bilgin Aykut Isleyen 《Chinese Business Review》 2016年第4期186-197,共12页
In this study, the cooperative shareholders' performance and satisfaction were investigated as antecedent. Charismatic leadership of cooperative managers has been identified as antecedent. In addition, shareholders'... In this study, the cooperative shareholders' performance and satisfaction were investigated as antecedent. Charismatic leadership of cooperative managers has been identified as antecedent. In addition, shareholders' age, education, land size, and duration of membership in the cooperative were investigated to have effect on the shareholder's performance and satisfaction. Charismatic leadership of cooperative managers is the subject of research on the effects of performance and satisfaction of the cooperative shareholders. A field survey was conducted. This study has been applied to Cukobirlik, an agricultural sale cooperative in East Mediterranean of Turkey. The researchers collected data by random questionnaire method. The research data were collected from 155 cooperative shareholders. For the data, exploratory factor, correlation, and regression were analyzed. The results of this analysis show that there is a meaningful relationship between charismatic leaders and the performance and satisfaction of shareholders for these cooperatives. Another result, there is significant relation between land size of cooperative shareholders and the performance and satisfaction of cooperative shareholders. 展开更多
关键词 charismatic leadership agricultural cooperative cooperative shareholder's performance and satisfaction
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Climate and Tourism: Generational Differences and Effects on Satisfaction
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作者 Nancy Hritz Alexia Franzidis James Herstine Doug Gamble 《Journal of Tourism and Hospitality Management》 2014年第5期198-211,共14页
Climate, weather, and its attributes such as temperature and number of rainy days are essential for the success of many tourism destinations. As climate scientists have determined that climate changes are inevitable, ... Climate, weather, and its attributes such as temperature and number of rainy days are essential for the success of many tourism destinations. As climate scientists have determined that climate changes are inevitable, tourism destinations need to determine how to best manage these changes and mitigate any negative consequences. In addition, the perceived weather and/or climate at a destination can have as much weight on an individual's travel experience as the actual weather. The purpose of this study was to examine climate attributes and their importance on a traveler's behavior and satisfaction. Two hundred and sixty four surveys were gathered in the Mediterranean regions of Europe in the summer of 2009. Regression analysis revealed that climate attributes play a role in a traveler's satisfaction with their choice of a destination, but the traveler does not feel that climate changes are affecting their destinations as a whole. Analysis of variance (ANOVA) determined generational age differences in importance of climate attributes and if climate changes are affecting destinations. Management considerations for destination planners are explored. 展开更多
关键词 climate change climate attributes traveler's behavior satisfaction generational age groups
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Location Attractiveness as a Major Factor in Museum Visitors'Choice and Satisfaction
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作者 Federica Codignola 《Management Studies》 2017年第2期75-90,共16页
This paper is intended to give a contribution to the debate on the functional relationship between the museum and the local territory; more specifically, the aim of this study is to understand the role of a museum loc... This paper is intended to give a contribution to the debate on the functional relationship between the museum and the local territory; more specifically, the aim of this study is to understand the role of a museum location in attracting visitors and influencing their processes of choice and satisfaction. The study follows, in particular, a previous study conducted by Mariani and Mussini (2013) based on Fondazione di Venezia data, with a view to better contextualization level. Previous studies have examined the role of museums in enhancing the image of a destination and in attracting and conveying additional tourists' fluxes, arguing that although not all museums are a destination of choice for visitors, a great museum or a strong exhibition program still does represent a national and international attraction. This paper overturns this argument investigating whereas an appealing location (such as a tourist destination) can influence prospective visitors about the level of attractiveness of a pay cultural event taking place therein. A questionnaire was developed and data were collected at the Palazzo Ducale in Venice, Italy, in 2007, during the art exhibition "Venezia e l'Islam 829-1797", via 501 face-to-face visitors interviews. The research model analyzes data through the conjoint analysis and the descriptive statistics. Results show that the exhibition location has been a relevant factor in influencing the visitors' decision process linked to the attendance of the event. Data show that, for the majority of visitors, the exhibition had been located elsewhere, they would not have visited it. Thus, an appealing location or a structured tourist destination may function as an attractive platform that may contribute to enforce the overall visitor's satisfaction with regard to his or her attendance to a cultural event. Furthermore, such a fact depends on specific objective variables (e.g., level of education, age), although no significant differences were reported between segments based on other socio-demographic characteristics such as sex. To conclude, arts and cultural managers should market and position cultural events in locations that can function as attractive, thus as emotionally driven experience consumption sites. Furthermore, they should consider both the cognitive and the emotional aspects of visitor's experience when designing and planning their events, as well as when assessing visitor's satisfaction. Cognitive and emotional aspects should be considered simultaneously when measuring visitors' satisfaction. In shaping visitors' satisfaction, emotions, such as the pleasure to be in a particular location, are more significant than cognitive aspects, such as the theme of the exhibition. 展开更多
关键词 cultural management arts management museum management cultural event museum attendance visitor's satisfaction location attractiveness conjoint analysis
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Do Learners' Preferred Learning Styles Affect Learning Outcomes and Satisfaction in PLE: A Pilot Study of the Supervised-PLE-IELTS Platform
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作者 Yan Yue Chunyang Chi +1 位作者 Kexin Zhong Xiaoshu Xu 《教育技术与创新》 2021年第1期31-46,共16页
Personal Learning Environment(PLE)enables a knowledge-based,learner-centered lifelong learning which could be successfully integrated with formal education when taking educators’supervision into consideration.But do ... Personal Learning Environment(PLE)enables a knowledge-based,learner-centered lifelong learning which could be successfully integrated with formal education when taking educators’supervision into consideration.But do learners’preferred Learning Styles matter in PLE?To investigate the relationship among learners’Learning Styles,learning outcomes and satisfaction towards the PLE platform,the study constructed and applied a supervised-PLE-IELTS platform.57 sophomores majored in Business in Wenzhou University took part in a 16-week project.Data were collected by Honey and Mumford’s Learning Styles questionnaire for the Learning Styles,post-test of IELTS reading,listening and vocabulary for the cognitive learning outcomes,and Distance Education Learning Environments Survey(DELES)for the satisfaction towards the PLE platform.The results showed:(1)Learning Styles have positive relationship with the cognitive learning achievements in PLE;(2)Learning Styles had no direct effect on satisfaction,and learners of all Learning Styles enjoyed PLE-IELTS platform;and(3)learners who spent more time on PLE platform achieved better cognitive learning outcomes.The paper shed light on the future construction of supervised-PLEs. 展开更多
关键词 supervised-PLE the Honey and Mumford’s Learning styles tertiary education cognitive learning outcome satisfaction
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An Analysis of the Readers' Roles in the Construction of Meaning in John Donne's The Flea under Reader-Oriented Theory
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作者 许景城 《海外英语》 2011年第5X期213-217,共5页
Among the sundry studies in China on John Donne's The Flea,there has been none done from the perspective of Reader-Oriented Theory to probe into the readers' roles in the construction of meaning.The present ar... Among the sundry studies in China on John Donne's The Flea,there has been none done from the perspective of Reader-Oriented Theory to probe into the readers' roles in the construction of meaning.The present article under Wolfgang Iser's theories,in a further pursuit of the expansion of the gestalt of such studies on the poem,aims at exploring the readers' active roles in complementing,completing and recreating the textual meaning,and differentiating the implied reader and the actual reader through the poem as well as attempting to fulfill the construction of the reading cognitive model through the interpretation of the conceit the flea. 展开更多
关键词 reader-ORIENTED Theory reader’s ROLEs Wolfgang IsER John Donne The FLEA
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A Study on the Interaction Between The Catcher in the Rye and the Readers From the Perspective of Iser’s Reader-Response
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作者 ZHANG Yan HU Linjuan 《Sino-US English Teaching》 2021年第2期46-49,共4页
The Catcher in the Rye has been popular with readers since its publication,and critics at home and abroad have also conducted a lot of research on it.But they mainly proceed from the author and the text to evaluate an... The Catcher in the Rye has been popular with readers since its publication,and critics at home and abroad have also conducted a lot of research on it.But they mainly proceed from the author and the text to evaluate and analyze,ignoring the readers who are essential participants in text interpretation in the eyes of reader-response critics.In order to make up for this shortcoming,this article will take Iser’s reader-response criticism as a research perspective,starting from the three aspects of implied reader,response-inviting structure,and gaps to explore the interaction between the text of The Catcher in the Rye and the readers during the reading process.This research is expected to provide a new interpretation of this novel and provide reference for future research in related fields. 展开更多
关键词 Iser’s reader-response criticism implied reader response-inviting structure GAPs Interaction The Catcher in the Rye
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CPT's Readers Give Magazine High Marks
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《China Population Today》 1995年第Z2期33-33,共1页
CPT'sReadersGiveMagazineHighMarks"Especiallyusefultoforeignersnotfamiliarwiththedaytodaysituation."FromanAme... CPT'sReadersGiveMagazineHighMarks"Especiallyusefultoforeignersnotfamiliarwiththedaytodaysituation."FromanAmericanreader-socio... 展开更多
关键词 CPT’s readers Give Magazine High Marks
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Reader's Page
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《China & The World Cultural Exchange》 1997年第3期45-45,共1页
关键词 reader’s Page
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On the Relationship between T. S. Eliot and the New Criticism from Their Opinions on Literary Work and Reader
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作者 李慧君 《海外英语》 2018年第4期135-136,143,共3页
T. S. Eliot is always considered as the pioneering father and founder of the New Criticism. This paper compares the similarities and differences of T. S. Eliot's relevant theories with those of the New Criticism f... T. S. Eliot is always considered as the pioneering father and founder of the New Criticism. This paper compares the similarities and differences of T. S. Eliot's relevant theories with those of the New Criticism from two aspects: their viewpoints of the literary works and those of the reader. It concludes that though they share the same belief in the importance of the literary works, the New Criticism is good at the subtle analysis of one text and another. However, Eliot recognizes the reader's function in the appreciation of the works which New Criticism totally objects to, and their responses should be properly considered in the criticism of the works. 展开更多
关键词 T.s. Eliot New Criticism IMPERsONALITY reader
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China's Tibet Readers and Friends Are Welcome to Visit Tibet
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《China's Tibet》 2002年第5期50-50,共1页
Many of our readers have been reading our magazine for years. But very few of them have been to Tibet. The landscape is number one in the world. It is highlighted by the Tibetan culture is unique. However, this is wha... Many of our readers have been reading our magazine for years. But very few of them have been to Tibet. The landscape is number one in the world. It is highlighted by the Tibetan culture is unique. However, this is what is described in written language. What is Tibet really like? Is Tibet a region just as described by China’s Tibet? 展开更多
关键词 China’s Tibet readers and Friends Are Welcome to Visit Tibet
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China's Tibet Readers and Friends Are Welcome to Visit Tibet
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《China's Tibet》 2002年第6期48-48,共1页
Many of our readers have been reading our magazine for years. But very few of them have been to Tibet.The landscape is number one in the world. It is highlighted by the Tibetan culture is unique.However, this is what ... Many of our readers have been reading our magazine for years. But very few of them have been to Tibet.The landscape is number one in the world. It is highlighted by the Tibetan culture is unique.However, this is what is described in written language.What is Tibet really like? Is Tibet a region just as described by China’s Tibet?We sincerely invite our readers and friends to visit in order to see Tibet with their own eyes and talk to our editors. 展开更多
关键词 China’s Tibet readers and Friends Are Welcome to Visit Tibet
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基于重要性—绩效的公共交通服务质量满意度分析
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作者 韩艳 赵昊 +2 位作者 果林峰 袁昌银 王宇晨 《交通工程》 2024年第6期34-40,共7页
基于顾客满意度模型,挖掘政府购买服务背景下的公交满意度影响机理,从硬件(产品满意度)和软件(服务满意度)两维度构建公共交通满意评价体系;其次,利用结构方程模型确定各公交服务属性在预测整体满意度方面的重要性,采用重要性—绩效分... 基于顾客满意度模型,挖掘政府购买服务背景下的公交满意度影响机理,从硬件(产品满意度)和软件(服务满意度)两维度构建公共交通满意评价体系;其次,利用结构方程模型确定各公交服务属性在预测整体满意度方面的重要性,采用重要性—绩效分析方法确定公共交通满意度指标的改善优先级;最后,以北京某区为例进行实证。结果显示,公共交通软件(服务满意度)的相对重要性高于硬件(产品满意度),采用重要性-绩效分析方法识别公共交通满意度属性的改善优先级,制定并实施改进策略后,满意度提升9.9%。研究为政府购买服务背景下的公共交通服务水平提升、政策建议和策略制定提供理论支撑。 展开更多
关键词 城市公共交通 公共交通服务质量 重要性-绩效矩阵 满意度评价 政府购买服务 顾客满意度理论
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基于SEM的图书馆阅读文化建设的读者满意度评价研究 被引量:7
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作者 龚花萍 孙晓 高洪新 《现代情报》 CSSCI 2014年第6期23-28,共6页
引入结构方程模型(SEM)的方法对图书馆阅读文化建设的读者满意度进行评价研究。按照构建模型步骤,设定模型变量,对SEM进行概念化。结合具体案例,获得调查数据,对SEM进行实证研究,运用AMOS20.0对模型进行参数估计和拟合评价,确定路径系... 引入结构方程模型(SEM)的方法对图书馆阅读文化建设的读者满意度进行评价研究。按照构建模型步骤,设定模型变量,对SEM进行概念化。结合具体案例,获得调查数据,对SEM进行实证研究,运用AMOS20.0对模型进行参数估计和拟合评价,确定路径系数标准化后的SEM。运用该模型对图书馆阅读文化建设的读者满意度进行定量分析,有助于图书馆管理者采取相应的措施提高读者的阅读满意度,提升图书馆阅读文化建设的工作水平和服务质量。 展开更多
关键词 图书馆 阅读文化建设 sEM 读者满意度 评价研究
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基于SERVQUAL模型的零售药店药学服务质量评价体系构建 被引量:11
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作者 付非 韩艺 冯波 《中国药房》 CAS 北大核心 2016年第28期4030-4032,共3页
目的:为进一步提高零售药店的药学服务质量提供参考。方法:基于SERVQUAL理论构建零售药店药学服务质量评价体系,并以此体系为依据对206例顾客进行问卷调查,分析零售药店的药学服务质量对顾客满意度的影响。结果:结合SERVQUAL量表的有形... 目的:为进一步提高零售药店的药学服务质量提供参考。方法:基于SERVQUAL理论构建零售药店药学服务质量评价体系,并以此体系为依据对206例顾客进行问卷调查,分析零售药店的药学服务质量对顾客满意度的影响。结果:结合SERVQUAL量表的有形性、可靠性、响应性、安全性、移情性等5个维度的内涵,可构建出药学服务质量的上述5个一级指标,以及与之分别对应的药店布局、服务环境、服务人员资格、履行承诺、服务及时性、投诉服务、药师审核处方、工作人员专业能力、建立药历档案、售后服务等27个二级指标。经过对206份问卷中的166份有效问卷进行回归分析表明,各维度对零售药店药学服务质量满意度的影响大小依次为可靠性、有形性、安全性、移情性(权重分别为0.359、0.338、0.230、0.159)。结论:应重点确保服务质量的可靠性,从保障服务人员的资格、履行对顾客的承诺等方面入手,以提高顾客的满意度。 展开更多
关键词 sERVQUAL理论 评价体系 药学服务 服务质量 顾客满意度
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