健康体检中心客户满意度的影响因素分析与管理对策  

Analysis of factors affecting customer satisfaction in health examination centers and its management countermeasures

作　　者：廖慧芳[1] LIAO Hui-fang

机构地区：[1]常州市第七人民医院健康管理中心,常州市213100

出　　处：《护理实践与研究》2018年第22期12-14,共3页Nursing Practice and Research

摘　　要：目的分析健康体检中心客户满意度的影响相关因素,并提出客户关系管理办法。方法选取我院2015年5月至2018年5月体检中心70例体检客户为研究对象,通过满意度调查表统计发现,共有24例客户对体检过程服务满意度差设为研究组,而其余46例客户设为对照组,采用多元logistic回归分析的方法确定影响体检中心客户满意度的因素。结果经多因素logistic回归分析结果显示,发现等待时间、体检报告制定合理性、延续回访为影响体检中心客户满意度的影响因素。结论体检中心管理团队通过细化客户管理、客户关系捆绑、客户服务、服务质量改进,且与人性化和人文化充分结合,建立系统化管理团队和制度,提高了客户服务满意度。Objective To analyze the related factors affecting customer satisfaction in health examination centers, and propose customer relationship management methods. Methods A total of 70 medical examination clients from the physical examination center of our hospital from May 2015 to May 2018 were selected as the research objects. According to the satisfaction survey table, a total of 24 customers who had poor satisfaction with the medical examination process were set as the study group, while the rest 46 customers were set as the control group. The multivariate logistic regression analysis method was used to determine the factors affecting the customer satisfaction of the physical examination center. Results The results of multivariate logistic regression analysis showed that the waiting time, the rationality of the physical examination report, and the continuation of the return visit were the influencing factors affecting the customer satisfaction of the physical examination center. Conclusion The management team of the physical examination center has improved the customer service satisfaction by refining customer management, customer relationship bundling, customer service as well as service quality improvement. In addition, they integrated these methods with humanization and human culture fully to establish a systematic management team and system.

关 键 词：健康体检中心 客户满意度 影响因素 管理措施 

分 类 号：R47[医药卫生—护理学]