| Objective: To actively explore and study how to improve customer satisfaction in Tumor Hospital, as well as its evaluation index system in the Tumor Hospital of the application to explore the service quality? customer satisfaction and customer loyalty relationship as the basis for the Tumor Hospital of the management proposals. Methods: Xinjiang Tumor Hospital for the study to evaluate the perceived quality of the methods (SERVQUAL) scale, and design Tumor Hospital patient satisfaction surveys, questionnaires involving a total of 8 issues, the pre-investigation to determine the quality of service and 34-related issues. The overall questionnaire Cronbach coefficient of 0.8765, measured by the total score and sub-indicators, the average correlation coefficient of most of the more than 0.5, p value of less than 0.01, you can think of this scale has good content validity, x 2 test data, t test, analysis of variance, correlation and multiple linear regression analysis, Logistic multiple regression analysis of overall patient satisfaction and its impact factor analysis. Results:â‘ The establishment of the Tumor Hospital for evaluation of customer satisfaction surveys and indicator system, indicators, including the final form of an indicator of a primary and secondary targets 8, three-and four indicators of the 24 indicators. One indicator of the secondary weight coefficient information for consistency (0.0301), is expected to quality (0.415), perceived quality (0.3105), the perceived value (0.0642), customer satisfaction (0.0568), the image of the hospital (0.0324), customer loyalty (0.0624), patient pressure (0.0286).â‘¡Design Tumor Hospital inpatient satisfaction questionnaires, a total of 34 design and quality of service-related issues, and empirical applications.â‘¢Survey results show that: medical technology and Cancer patients on the hospital's total evaluation of the most closely related to, the partial correlation coefficient was 0.359 (P<0.001); followed by the service attitude of the partial correlation coefficient was 0.130 (P < 0.001); medical treatment, partial Correlation coefficient of 0.102 (P<0.001). The course of the investigation found that patients with tumors of the residence, pay, the pressure on patients with tumors, such as specialist in-patient hospital satisfaction is closely related to. Conclusions:â‘ Subject to verify the implementation of a system of indicators and surveys of the scientific and practical, this study was the establishment of the Tumor Hospital in-patient satisfaction evaluation index system, to reflect the patients in the process of receiving medical services need to improve the service needs and expectations.â‘¡In the empirical analysis of the process, discussed the different types of patients to the medical needs of the characteristics of the patient revealed that the impact of the cancer patient satisfaction and loyalty is a major factor in the quality of medical services for patients of different elements of great importance, different sex, different Place of residence, pay a different way, different pressure patients, ages and whether the hospital is the first time, and so on. And those suffering from malignant tumors of the type of in-patient satisfaction and loyalty does not affect the statistical significance.â‘¢This study for the hospital in a targeted manner to develop health care strategy provides a frame of reference for the Tumor Hospital to improve the quality of service to provide specific information. And improve the investigation agencies, to mobilize active participation of the staff, as well as professional design software, such as follow-up recommendations. |
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