顾客满意度和顾客忠诚度在医院管理中的应用  

Application of Customer Satisfaction and Loyalty in Hospital Management

作　　者：张梅霞[1] 姚瑶[1] 李妙[1] 常文玉[1] 

机构地区：[1]南方医科大学附属珠江医院质量管理科,广州510280

出　　处：《解放军医院管理杂志》2008年第2期113-115,共3页Hospital Administration Journal of Chinese People's Liberation Army

基　　金：广东省科技计划项目(2007B031302009)

摘　　要：深入开展顾客满意度和忠诚度研究,关注患者满意,培养患者忠诚已经成为学术界和医院经营管理者共同关注的焦点。充分认识满意度与忠诚度的关系,研究顾客满意、服务质量、顾客信任和转换成本对忠诚度的决定影响,对医院经营管理将起到积极的促进作用。它将有助于构建和谐互信的新形医患关系、以顾客为导向的服务质量改进和提升医院经营绩效。Degrees of patient satisfaction and loyalty are becoming increasingly the focus of academic research and hospital managers. Knowledge of relationship between patient satisfaction and loyalty and its influence would be helpful to promote the operation management of hospital. The influence elements include client satisfaction, service quality, client confidence, and switch cost. It would contribute to the harmonious relationship between doctors and patients and improvement of patient - oriented service quality and operating performance of hospital.

关 键 词：决定因素 医院管理 忠诚 满意 

分 类 号：R197.32[医药卫生—卫生事业管理]