Study On Patient Satisfaction Of A Hospital Service Quality Based On SERVQUAL

With the implementation of health care reform policy,the quality of medical services has been paid much attention,which is an important method to enhance the core competitiveness of public hospitals.As people's expectations and demands for the health care are increasing,medical institutions need to continue to reform to meet the needs of patients to improve their competitiveness.Based on the importance of medical services in the medical profession and the importance of A hospital for medical services,this article researched the expectation and actual perception of hospital quality of service for hospital patients.Then analyzed the difference between the two,so as to find the lack of A hospital quality of service,last presents suggestions for improvement.In this study,we will take SERVQUAL to evaluate patient satisfaction,according to the five dimensions of SERVQUAL to measure the gap between customer expectations and feelings.First,based on the SERVQUAL scale to build a hospital service quality system,to analysis the status and problems in A hospital quality of service.Then,use a random sampling method,statistics and analysis the survey results to conduct a questionnaire survey the patients in hospital A in order to found the gap between service quality and patient satisfaction.Finally,according to the results to find a service quality improvement strategy.It is hoped that through the research and evaluation we can get suggestions for the improvement of hospital medical service quality,and help the hospital to improve performance,enhance the competitive advantage.