| In order to understand the customer satisfaction for Expanded Program on Immunization(EPI) service and explore the use of the customer satisfaction survey in quality management of EPI.By cluster sample, from October 2002 to Febrary 2003, a survey on EPI service satisfaction was conducted among 1344 children,mean monthly age:8.08?.72.Their parents or guardians fill in the anonymous questionnair which include socio-demography characterisrics,determination factors of satisfaction , some questions related to EPI and the respondent sbjective satisfaction score.400 parents or guardian of the study group completed the questionnair about the importance level of determination factors upon satisfaction. The response rate was 96.0%,96.3%respectively.In term of the 18 determination factors on the questionnair ,and the subjective total satisfaction score :more than 80.8%,97.9% of the responses were in the top two positive categories on the 5-point Likert scale (l=poor to 5=excellent)respectively .Respondents generally realized the importance of EPI. None of the socio-demography characteristics has effect significantly to satisfaction except the mother's occupation, more than 60% of the respondents gave great evaluation on these aspects of EPI service: such as doctors and nurses' professional skill,operating regulation and working attitude ect. The result of correlate analysis indicated that communication between provider and customer ,health education operating regulation were more important to improve the satisfaction score ,and data were also pretented showing these working area related to these determination factors were necessarily to be improve in actual work. Cluster analysis and multiple regression analysis were used to shorten the scales, and refine the instrument of the questionnair . 13 determination factors were identified as performance factors. The result provide a important reference for the use of satisfaction in the field of EPI service. |
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