Research On The Improvement Of Customer Satisfaction With A Hospital’s Self-operated Convenience Store

In recent years,with the the construction of modern hospitals in C hina and the acceleration of the socialization reform of hospital logistics services,as well as the growth of diversified needs of patients and the rise of surrounding markets,A hospital’s self-operated convenience store is struggling under the tide of the times and is in urgent need of transformation.The 5th Plenary Session of the 19 th Central Committee also proposed to improve the basic public service system,continuously enhance the people’s sense of acquisition,happiness and security,and comprehensively promote the construction of a healthy C hina.Under this background,A hospital’s self-operated convenience store,which urgently needs to transform,should adapt to this era,seize the opportunity,improve yourself,strengthen satisfaction survey and research,maximize the utility of limited resources,better serve the majority of patients,and make patients satisfied.According to the actual situation of A hospital’s self-operated convenience store,this paper analyzes and studies its development based on satisfaction survey and mainly adopts the research methods of questionnaire survey and interview.Firstly the ACSI and Likert scale are used to comprehensively analyze the current status and factors of overall customer degree of satisfaction of A hospital’s self-operated convenience store,and combined with interviews,the causes of problems including service personnel,organizational structure,external conditions and other problems are summarized,fully affirm the necessity of imp roving overall customer degree of satisfaction,and then put forward the improvement scheme of satisfaction,including how to improve customer satisfaction of patients and their families and medical staff from customer expectation,perceived quality,customer perceptive value,client satisfaction and customer faithfulness.Implementing the improvement scheme later,the improvement effect is compared and the beneficial experience is summarized.In order to effectively implement the above improvement scheme o f customer satisfaction improvement,based on the actual situationof A hospital’s self-operated convenience store,propose four safeguard measures for improvement project implementation service staff,service place,service content,service process,etc.included.Looking forward to the future,in the hope that A hospital’s self-operated convenience store can stand out in the fierce market environment under the improvement of customer satisfaction and achieve a win-win situation of social and economic benefits.