| Quality management is core part of hospital management in our country, andproviding high quality medical services are principal objective of hospital workers,aswell as whose foundation and value.In the new round reform of medical and healthsystem, quality services become an important way to gain a competitive advantage formedic al institutions. Especially for private hospitals, improving the quality ofservices can meliorate their business performance. It is research service qualityassessment that medical institutions can target to improve their quality of service.This essay takes one of branches of Aier Eye Hospital Group as an example toempirical research, which study on their service quality by analyzing eye diseasepatients in Aier Eye Hospital. Taking analysis of foreign service quality theoreticalstudy as the entry point. Based on SERVQUAL model and the standards of fivequality dimensions, but also combined with reality situation of Aier Eye Hospital, toconstruct Aier Eye Hospital Group evaluation system of patient service quality,moreover to designee and develope service quality measurement sacle which apply inthis hospital group. According to questionnaire of ocular disease patients, marketsurvey, samples statistics,validating credibility of service quality measurement sacleand make description analysis of data results, pointing out the causes of servicequality problems and making appropriate suggestions, as well as corrective measures.Therefore, it will improve patients’ service quality in Aier Eye Hospitaleffectively and be a guide to advance integral service quality level in Aier.In this study, it is an applied research that theory apply to medical service qualityresearch. This research results provide the scientific basis for managers to improvethe quality of service.Meantime, the service quality study of Aier Eye Hospital Group,applying the service quality model in the eye care industry andextending its scope of application service quality model,with th ese, it providesthe reference for establishing service quality evaluation system in medical industry.Besides, it also provides a practical basis on improvement of medical servicesmanagement system and to promote the sound development of our medical serv ices. |
