服务质量满意度和顾客就医率的关系 文.docVIP

服务质量满意度与顾客就医率的关系 摘要：现如今，加强医院管理，提高服务质量，提升病患对医疗机构的服务质量满意度，是国家和人民的共同需要，也是医院自身发展的需要。当前，我国的很多地方病患对医疗机构的服务质量都不太满意，导致了这些医疗机构的就医率下降，阻碍了医疗机构的发展壮大。文章对医疗机构服务质量的满意度与顾客就医率的关系进行研究，试图找出二者之间的关系，并借此提出加强医疗机构服务质量、提升顾客就医率的策略。 关键词：服务质量；顾客就医率；顾客满意度；顾客忠诚度 Abstract：Today, to strengthen hospital management, improve the quality of service, quality of service satisfaction, improve patients for medical institutions is a common need, the nation and people is also the needs of the development of hospital. At present, many parts of the patients in our country is not satisfied with the service quality of medical institutions, leading to a fall in the rate of medical institutions of medical treatment, hindered the development of medical institutions. Satisfaction of service quality of medical institutions to study the treatment rate of relationships with customers, trying to find out the relationship between them, and put forward to improve the quality of service of medical institutions, to increase the rate of customer treatment strategy. Keywords：The service quality; Customer treatment rate; Customer satisfaction; Customer loyalty 目 录 TOC \o 1-3 \h \u HYPERLINK \l _Toc28026 引言 PAGEREF _Toc28026 1 HYPERLINK \l _Toc15271 1.相关理论基础介绍 PAGEREF _Toc15271 1 HYPERLINK \l _Toc23513 1.1服务质量 PAGEREF _Toc23513 1 HYPERLINK \l _Toc21832 1.2顾客满意度 PAGEREF _Toc21832 2 HYPERLINK \l _Toc11354 1.3顾客忠诚度 PAGEREF _Toc11354 2 HYPERLINK \l _Toc10422 2.医院服务质量的现状 PAGEREF _Toc10422 3 HYPERLINK \l _Toc3033 3.研究设计 PAGEREF _Toc3033 4 HYPERLINK \l _Toc760 3.1研究框架与研究假设 PAGEREF _Toc760 4 HYPERLINK \l _Toc119 3.1.1研究框架 PAGEREF _Toc119 4 HYPERLINK \l _Toc21012 3.1.2研究假设 PAGEREF _Toc21012 5 HYPERLINK \l _Toc26338 3.2问卷调查 PAGEREF _Toc26338 6 HYPERLINK \l _Toc5050 3.3数据分析 PAGEREF _Toc5050 7 HYPERLINK \l _Toc29401 3.3.1服务质量与顾客满意度的关系 PAGEREF _Toc29401 7 HYPERLINK \l _Toc28217 3.3.2顾客满意度与顾客忠诚度的关系 PAGEREF _Toc28217 7 HYPERLINK \l _Toc5333 3.3.3顾客忠诚度与顾客就医率的关系 PAGEREF _Toc5333 8 HYPERLINK \l _Toc28157 4.加强