基于ACSI模型的卫生行政许可公众满意度评价指标体系研究  

Research on public satisfaction evaluation index system for health administrative licensing based on ACSI model

作　　者：陆荣强 翁加付 周群霞[2] 田虹 

机构地区：[1]南京市卫生监督所许可处,江苏南京210003 [2]江苏省卫生监督所,江苏南京210008

出　　处：《职业与健康》2017年第15期2136-2140,共5页Occupation and Health

基　　金：江苏省卫生监督所卫生监督合作项目"卫生行政许可公众满意度评价指标体系研究"

摘　　要：目的构建卫生行政许可公众满意度评价指标体系,解决政府服务中卫生行政许可工作公众满意度评价的科学性问题,为评价卫生行政许可工作效能提供依据。方法通过文献研究和德尔菲专家咨询法,以美国顾客满意度指数(ACSI)模型为理论基础,收集数据进行统计学分析,确定评价指标并计算权重。结果卫生行政许可公众满意度评价指标体系包含公众信息、公众期望、感知质量、公众满意度、公众抱怨投诉、公众信任6个维度,涉及医疗机构、医师、放射诊疗、供水单位、涉水产品等5个领域24个二级指标。结论在卫生行政许可领域首次以ACSI模型为基础建立公众满意度指标体系,其包括6个维度和24个指标,公众信息、感知质量和公众满意度3项指标权重较高,仍需进一步比较各专业领域满意度差距。[Objective] To establish a public satisfaction evaluation index system for health administrative licensing,solve the scientificalness problem of public satisfaction evaluation for health administrative licensing in government service,provide basis for evaluating the effectiveness of health administrative licensing. [Methods]By using the literature research and Delphi method,on the basis of the American customer satisfaction index（ACSI）model,the data were collected to conduct statistical analysis,so as to determine the evaluation indexes and calculate the weights. [Results]The public satisfaction evaluation index system for health administrative licensing included 6 dimensions（public information,public expectations,perceived quality,public satisfaction,public complaints and public trust）,involving 24 secondary indexes in 5 fields of medical institions,doctors,radioactive diagonosis,water-supplying institutions and water-related products. [Conclusion]This is the first establishment of public satisfaction evaluation index system based on ACSI model in the field of health administrative licensing,including 6 dimensions and 24 indexes,while 3 indexes of public information,perceived quality and public satisfaction have a higher weight. There is still a need for further comparing the satisfaction gap between the various fields of expertise.

关 键 词：卫生行政许可 满意度 指标体系 

分 类 号：R199[医药卫生—卫生事业管理]