Research Of Construction And Applications Of Customer Satisfaction Measurement System Of Hospital Medical Services

Since the late 90's of 20th century, at the objective conditions that medical and health services became market-oriented. The intense competition make the cycle period of whether medical service supply, Consumption, or the regulation and re-use greatly shortened. So, the character of medical services different from the others, and it is more and more important for hospital management. The medical services quality characters mainly including technical capacity, medical environment, and the degree of standardize. The other important thing is, the status of demands is promoting, and that demands higher level of hospital management.In this study, by searching the literature database such as Medline,CBM,and CNKI, we systematically reviewed the materials of service quality and Customer Satisfaction Measurement. Then we defined the service quality, hospital service quality, and Customer Satisfaction, Customer Satisfaction of hospital services measurement. And the relationship of Customer Satisfaction and hospital service quality has been demonstrated. Finally we compared the differences about researches of hospital service quality measurement and Customer Satisfaction between native and abroad.Research has collect time series data of customer satisfaction with the hospital operations evaluation at a large general hospital from 2004 to 2007, it has been descriptive statistical analyzed. Then we discussed the key relation factors about the Customer Satisfaction measurement. The focus and difficult of the quality control in the procedure of customer satisfaction measurement has been summarized. The key value and the main problems of customer satisfaction measurement have also been summarized.Based on the Empirical Analysis, we used the Structural Equation Modeling (SEM) to construct the model of Customer Satisfaction measurement. And we used the time series data with the PLS (Partial Least Squares) methods to calculate the model of the path coefficients and the estimated value of the variable structure and reliability interval. The results of the evaluation data were back generated to determine the validity of the model.At this part of its research system consisting of basic indicators on the new customer satisfaction measurement table of the hospital at a subsidiary of Second Military Medical University, Chang hai Hospital in applications, and 2008-2009 annual customer satisfaction survey data from hospital data comparison section, Analysis of hospital operations of Customer Satisfaction Measurement System, the next step in the theoretical research and system adjust the main directions and measures.This research used the SEM methods to construct the index of customer satisfaction measurement, advanced in the domain of Customer Satisfaction Measurement research. And the main content was published in < People's Liberation Army hospital management journal .