Research And Application Of Hospital Customer Satisfaction Index Model Based ASCI

Objective1. To build Hospital Customer Satisfaction Index Model;2. To operate and evaluate Hospital Customer Satisfaction Index Model. MethodsIn this paper, the research methods involve literature review, comparative study method, expert consultation, survey research method, a combination of theoretical and empirical research methods. Organize and analyze the information gathered by consulting the relevant literature, and summarize the experience and the lessons of previous scholars, regarding as the theoretical basis of this study. Comparative study method is suitable for analyzing reference models for constructing the Hospital Customer Satisfaction Degree Index Mode.Based on the early literature review, consult the hospital management professional experts, add and modify the preliminary survey index, improve the program, and make suggestions on the survey quality control. Then according to the characteristics of the health services career, based on the ACSI model and PLS model method to build the Hospital Customer Satisfaction Degree Index Model. Finally, the inpatients in Shanxi Tumor Hospital carried on the questionnaire survey, the data obtained to carry out the verifying and evaluation of the model, and reach a conclusion according to the data results derived combined with the related theory of customer satisfaction to provide targeted countermeasures and suggestions for the hospital management decision-makers.Results1. Hospital Customer Satisfaction Degree Index Model was constructed based on the ASCI model, and the index system which can be used to measure the satisfaction degree was made. In the model, the index system consists of four levels, the first-class index is customer satisfaction, the second-class indexes includ six latent variables of customer expectations, perceived quality, perceived value, customer satisfaction, customer loyalty and customer complaints, the third-indexex include39measurable variables, and the forth-class indexes are the concrete form of the third-class indexes in the questionnaire.2. The results of questionnaire reliability test showed that the Cronbach’s coefficient of latent variable of customer complaints subscale is0.635, relatively low, and the Cronbach’s coeffi-cients of the other latent variable subscales were above0.8, and the Cronbach’s coefficient of the total scale is0.955, which indicat that the scale has good reliability and the set of indicators have good internal consistency and the scale meets the statistical requirements. Six latent variables in the questionnaire and the thirty-nine observed variables are all allowed to enter the model, for the next study.3. The empirical results show that among the mean score of the39observed variables, the nurse service attitude (QUAL12) is the highest, an average of4.56, the lowest score is the possibility of dissatisfied patient for medical treatment process will take the initiative to leave the hospital (COMP1) an average of3.43. In the perceived quality indexes, the highest score is nurse service attitude (QUAL12), an average of4.56, followed by doctors examining attitude (QUAL1), an average of4.52. The lowest score is the food service (QUAL15), an average of3.64, followed by transport to the hospital the convenience extent (QUAL24), an average of3.65.4. The results of the parametric tests on the model showed that all parameters are significant. The internal relations parameters are estimated by the path coefficients, the external relations parameters are estimated by load and weight. The results of significant test have high T value, indicating it is significantly not zero.5. The index of R2is used to evaluate the model internal relationship, and the statistics shows the predictive ability of internal relations in the model. In this study, the R2of satisfaction is0.7213, meaning that the proportion which can be explained by EXPE, QUAL, VALU, LOYA and COMP in the total variance of the CSD reaches to72.13%, and the R2of this study is acceptable. The index of Communality is used to evaluate external relationship, and to measure the predictive ability of latent variable in the external relations for the observed variables. The communalities of the six latent variables in the model are all more than0.6, indicating that the latent variables in the research model have good predictive ability for the observed variables.6. The results of calculating model index shows that the highest index is EXPE of83.10, followed by the QUAL of79.50, the index of LOYA is79.10, the index of CSD is78.85, the index of VALU is68.50, and the index of COMP is64.23, the lowest.ConclusionThe Hospital Customer Satisfaction Index Model built based on ACSI can be used as exploratory tools used to measure satisfaction, which has good reliability, and relationships in the model both internal and external have a good explanatory ability. And empirical research can draw the following conclusions:the results of medical services directly related to the life and health of the patients, so the patients have relatively higher requirements for medical services. Thus, with the change of service concept "disease-centered" to "people-centered", the hospital have to raise the level of medical technology, and also the humanistic care of patients and improvement of non-medical technology services...