基于顾客满意度视角的医院服务质量评价-以昆明市公立医

云南财经大学硕士学位论文基于顾客满意度视角的医院服务质量评价-以昆明市公立医院门诊服务为例姓名：高秀军申请学位级别：硕士专业：行政管理指导教师：张河川2011-05I8045580121CronbachKMO229.2%14.9%51.8%40%341234AbstractIIAbstractMedicalserviceasguaranteehumanhealthisoneofthebasicpublicservicethattakesthepartyandgovernmentandtheinternationalcommunity'sextensiveattention.Inthe1980s,becauseofthegovernmenttakingawayinthefield,difficultandexpensivetoseedoctorhasbeenblamedfortheservice-orientedgovernment,alsomakemedicalservicesthemostdisgruntledofalthebasicpublicservices.Outpatientserviceisthewindowofthepublichospital,itisusedmostlyofthepublichealthservice,howtodevelopscientific,objectiveofmedicalservicequalityevaluationtools,becomeanewroundofcureanditsbenchmarkingurgentproblemtobesolved.Thisarticlebycustomersatisfactionasthetheoreticalguidance,combiningpreviousresearchandmedicalserviceconsumptionbehaviorcharacteristics,constructpublichospitaloutpatientservicesatisfactionmodel.Chooseoutpatientsessionsasprimaryindexoverallsatisfaction,service,medicalconveniencedegreecomprehensivecompletemedicaltreatment,medicalexpenses,environmentalandformalitiesmedicalservicequality,launchedfivesecondaryindexesfor45itemsthethirdlevelevaluationindexsystem,soastoprovidereferenceofmedicalservicequalityevaluation.Through580questionnairewhohasreceivedtheinhabitantsofpublichospitaloutpatientserviceinthepast12months,fromsamplecharacteristics,reliabilityandvalidity,overallsatisfaction,eachdimensionsatisfaction,clinichealthserviceimportantdegree,thedemographiccharacteristicsofsatisfactionanalysisofthedifferencesofcharacteristicsandsatisfactionwiththecorrelationandotheraspectsofthedataanalysis.Conclusions:(1)fromthegender,health,income,etcindicatorssamplestrongrepresentative.CronbachalphacoefficientsinthereliabilityanddeterminationKMOvaluerepresentsthestructuralvalidityexplainquestionnairehasgoodreliabilityandvalidity;(2)overallsatisfactionwell,satisfied,notsatisfiedwithof29.2%,some14.9%ofsatisfactiongeneral51.8%stillneedtoimprove,satisfaction.Servicefeeandservicequalitysatisfactionminimum,over40%ofthepeoplenotsatisfied;(3)infiveaspectsofoutpatientserviceinanimportantdegreesequencequality,reasonableservicecharges,theserviceiscomplete,theagency'sAbstractIIIconvenientandcomfortableextentandconvenientdegree;(4)serviceiscomplete,theconveniencedegreeandreasonableservicecharges,medicalenvironmentandformalities,servicequalityandpatientsatisfactionsignificantpositivecorrelation,andverifiestheresearchhypotheses.Thispaperwillimprovepublichospitaloutpatientservicesatisfactionandpublichospitalmanagement.PutsforwardcorrespondingSuggestions:(1),takegovernmentastheleadingtoincreasethepublichospitalfinancialinvestment;(2)patientasthecentertopromoteoutpatientserviceinnovation;(3)promotehealthlegislation,harmoniousdoctor-patientrelationship;(4)strengthenthehealthadministrativesupervisionwork,executeaccountability.Theseimprovements,tryingtoimprovekunmingpublichospitaloutpatientservicesatisfaction,promotethereform,improvekunmingpublichospitalmedicalservicesupply,makepublichealthlevelcontinuouslyimprove.Soastorealizethetwelfthsfiveyearsplanningpresentedineveryonewillhaveaccesstobasicmedicalandhealthserviceandlayasolidfoundation.Keywords:health;publichospital;out-patientdepartment;customersatisfaction;confirmationpolicy1GDP3%6371.220001881914144120052200822%10%31HSP2..[R].:20053.2008.2490%52011674.20075.,20116.2011,20117..200525(2):51-52312818.[D].,20074Iso900092103119120011151-52102010112002(7):404-406512200880001370%100%90%141.530%12,.[J].2005713,.——[J].2009514://:AMultiple-ItemScaleforMeasuringConsumerPerceptionsofserviceQuality.JournalofRetailingvol.64no.lSpring1988PP.12-14.17200718LabarereJFrancoisPBertrandDeta1OutpatientsatisfactionValidationofaFrenchlanguagequestionnairedataqualityandidentificationofassociatedfactorsClinPerformQualHealthCare19997(2)63-64)19.[J].200423(11):55-56.720IAPO50%5191672331.7%21()GDP3%20%20.[J].2002(4):404-406.2120078100%30%19801985199722200722[J]2005(16):35-38.923208085%24:252005DY50200920002004CSI2623.“”[D]20102420045(4)2519966(3)26.[D].20091011990-20112311SPSS16.0123(Cronbach)451213governmentofthepeople,bythepeople,forthepeopleSandel27-Putnam2827,[J],20021038--3928,[J],20021038--3914293030.“”[J].20073153132ISO900033(CustomerSatisfactionCS)34205031.[J]..20061014-1532..2003(11):5233[M]200334,..,2004,11(2):15-16.16OliverLinda(1981)TseWilton(1988)ExpectancyDisconfirmationCardozo1987KANOKANO(NORITAKIKANO)(Kanoetal.1984Tan&Shen.2000)KanoKNAO35ACSIACSIClaesFornellACSI35ReichheldF.F(1996)TheLoyaltyEffect..[M]Boston:HarvardBusinessSchoolPress1736ACSI373839:::::::362007(5):87-8837[J]2002(5):553-554.38..200521(7):45039[D]:2004.18:19Wikipediapublichospital34040[M].:20072041201042CT4341.[D],200342[M]:2004.43