Research On Medical Service Management Based On Customer Perceived Value

The medical service industry is an important factor of service industry component element,and it's management is different form other service industries obviously because of it's characteristics, such as Professionalism,high riskiness,sociality and humanization. As primary suppliers of medical service, hospitals` service management has the remarkable representation to the entire medical service industry. Nowadays, the new health system reform is just beginning in our country, and the higher requirements come form every corner of our society.Since 1990s, the customer value becomes the focus and hot topic of management and business enterprises, regarded as the new origin of competitive advantages. Take the medical service industry as background, this article construct a medical customer perceived value system, and apply it to the hospital medical service management.This article research on related literatures about customer perceived value and medical service management, sum up correlation theories, characteristics and methods, find out the relationship between customer perceived value and medical service management, and investigate the composition of medical. The full text divides six parts: chapter 1, introduce the background of topic selecting, illustrate the research methods, significance and the innovation; chapter 2, study the correlation literatures about customer perceived value and the medical service management, find out the research results, and establish the relationship between them; chapter 3, construct the medical service customer perceived value system according medical service characteristic; chapter 4, apply this system to the practice of hospital management, work out the medical service customer perceived value according the dates form questionnaires, using the method of fuzzy integral evaluation based onλ; chapter 5, analyze the value of fuzzy integral evaluation, using the improved Importance-Performance Analysis(IPA)—Important degree-achievements evaluation method, and propose the corresponding strategies of hospital service management; chapter 6, summarize the full text research results, illustrate the deficiency of this research, propose the further studies to the medical service customer perceived value.