Research Of Customer Satisfaction In XX Hospital

In order to enhance the competitiveness of a hospital, achieve long-termdevelopment and build a harmonious doctor-patient relationship, it is necessary for thehospital to put the view on the patient, improve the professional ethics of the medicalstaff and improve the medical quality. It is very important to take the way of customersatisfaction measurement to promote doctor-patient communication.XX hospital is a governmental hospital, which made a significant contribution to thedevelopment of the career. With the development of medical demand diversification, it isnecessary for the hospital to adopt a new attitude, plan or way of behaving to meet theneeds of the patients. Papers about XX hospital is divided into seven parts. The firstchapter is about the review of the literature, which introduces the theories of customersatisfaction at home and abroad and set the stage for the description later. The secondchapter is the introduction of XX hospital, which introduces the organizational structureof XX hospital, personnel, basic situation and so on. The third chapter constructs theevaluation of XX hospital on the basis of foreign classic model. The fourth chapter takesthe method of fuzzy comprehensive evaluation to estimate the degree of satisfaction andexplain the reason for choosing the method. The fifth chapter concludes that the degreeof XX hospital is3.12, which is between “general” and “satisfied”. This chapter takes themethod to measure the sub-index and make an analysis of the causes. The sixth chapteraiming at the problem of XX hospital put forward the corresponding improvementsuggestion in several aspects, for example, the cultural construction, environment, costand complaint handing. Finally, this paper makes a summary and presents theshortcomings of the study, which determines direction for the further research.