医务人员内部顾客导向感知及忠诚度研究——以四川省为例  

Studying on medical staffs' internal customer orientation perception and loyalty sampled with Sichuan Province

作　　者：余伟萍[1] 李卓颖[1] 段桂敏[1] 

机构地区：[1]四川大学商学院,四川成都610064

出　　处：《中国卫生事业管理》2013年第9期659-662,共4页Chinese Health Service Management

基　　金：2012年度四川大学中央高校基本科研业务费研究专项(哲学社会科学)项目-学科前沿与交叉创新研究重点项目<基于患者满意的公立医院门诊服务质量评价与优化策略研究>(编号:skqy201208);国家自然科学基金重点项目<医疗服务中的资源调度与优化研究>(编号:71131006);四川省哲学社会科学规划项目<四川省公立医院医患关系优化研究--门诊服务接触视角>(编号:SC12C038)资助项目

摘　　要：目的:探究医务人员内部顾客导向感知、满意度及忠诚度现状,为医院提高运营效率提供有价值的线索。方法:对188名来自四川省21个地市的医院员工进行问卷调查。结果:四川省医务人员内部顾客导向感知、满意度以及忠诚度一般;正式编制的医务人员内部顾客导向感知显著高于非正式编制的医务人员;内部顾客导向对医务人员的满意度和忠诚度均有显著正向作用。结论:医院应该实现内部顾客理念化、满意测评持续化、部门合作客户化、管理制度人性化、内部服务细分化。Objective To explore the status of medical staffs＇ internal customer orientation perception, satisfaction and loyal- ty,and provide basis for improving efficiency of hospital operation. Methods 188 cases of medical staffs from 21 cities in Sichuan Province were surveyed with questionnaires. Results The status of medical staffs＇ internal customer orientation perception, satisfaction and loyalty was general in Sichuan Province. In which the regular employees had significantly higher internal customer orientation perception than non-permanent employees. The internal customer orientation had positive effect on the medical staffs＇ satisfaction and loyalty. Conclusion Hospitals should improve the quality of medical service by popularizing the internal customer concept, continuing to evaluate staffs＇ satisfaction, keeping department cooperation customization, making humanized management system, and subdividing the internal service.

关 键 词：内部顾客导向 满意度 忠诚度 

分 类 号：R197.3[医药卫生—卫生事业管理]