Research On Service Satisfaction In Zhengzhou Blood Collection Agencies And Its Improvement Strategies

In recent years,the blood shortage occurs frequently in our country,which presents a increasing trend,becoming a national normal problems.The reason that there is the lower population blood donation rate is the cause "blood shortage" problem of the key issues.World Health Organization notes that population blood donation rate in 10‰-30‰ blood for clinical use could meet its basic needs,but,the National Health and Family Planning Commission announced that in the 11th meeting of the National Assembly on blood management in 2015,the national blood donation rate in 2014 is only 9.5 ‰.Continuously improveing the population blood donation rate,and ensuring the quality of the blood is becoming a real problem needed to solved.When the Ministry of Health informed the progress of voluntary blood donation,it repeatedly stressed that "to improve service level of blood collection agencies,to win the trust and support",thereby,increasing donor satisfaction and increasing blood volume is very important.The blood collection agency as a direct service units of blood collection,are important participants to get the trust and support,and its level of service quality is important to the satisfaction and loyalty of the people to donate blood,especially the current needs of the people is becoming diversified and personalized,for blood collection agencies,how to follow the development trend of the times,for the donors to provide targeted,high-quality service has become an important way to improve satisfaction and loyalty,and increase population blood donation rate.Based on customer satisfaction theory,This paper use interviews,questionnaires,mathematical statistics analysis and other methods,combined with the actual situation of our country's blood collection agencies.First,blood collection agencies service satisfaction research model is built,then an index system measuring blood collection agency service satisfaction is designed,and we demonstrate the effectiveness and rationality of the index system.Then,Z county blood agency as a example,combining spss21.0 and other mathematical analysis tools,sample data is substituted into the actual research,the results of the analysis show that,Z county blood collection agency has problem in service efficiency,service processes,service flexibility,the level of information services,online transaction processing and service personnel quality and so on.Therefore,Zhengzhou city blood organizations managers should be based on blood collection agencies service satisfaction model,service satisfaction measurement index system into the daily management of the whole blood collection mechanism,put forward the improvement measures of the system,improve the service quality continuously,and according to the changes in the external environment of the index system to make proper adjustments.