城市综合性医院顾客忠诚内涵及特征研究  

Research on the Content and Character of Customers' Loyalty to City General Hospitals

作　　者：王静[1] 冯占春[1] 张亮[1] 汪孔亮[1] 刘滨[1] 

机构地区：[1]华中科技大学同济医学院医药卫生管理学院,湖北武汉430030

出　　处：《医学与社会》2008年第5期1-3,共3页Medicine and Society

基　　金：华中科技大学同济医学院基金;项目编号:01516710

摘　　要：通过文献研究和对城市综合性医院顾客的问卷调查,界定了医院顾客忠诚及医院顾客忠诚度的含义,鉴别了医院顾客忠诚的真实性,并在此基础上对医院顾客忠诚的特征进行分析。本研究有助于医院管理者更深入了解医院顾客忠诚的内涵,有针对性的提供服务,从而提高医院顾客的忠诚度。Through the literature and the questionnaire on customers of city gemeral hospitals, we defined the concept of customers＇ loyalty and itsdegree and indentified the authenticity of customer loyalty. The characteristics of customers＇loyalty were analyzed based on these knowleges. This study will help hospital managers with a better understanding of the content of customers＇loyaltyto hospitals, target to provide services, thereby enhancing the loyalty.

关 键 词：城市医院 顾客忠诚 内涵 特征 

分 类 号：R197.3[医药卫生—卫生事业管理]