A Research Of Private Physical Examination Center Service Quality And Improvement

Based on previous theoretical research and literature review,in all walks of life,The relationship between service quality and customer satisfaction and loyalty has been the focus of the research,how to improve the level of service quality and improving the service process to seize the existing customers and develop potential customers is a hot spot that managers concerned about.With the strengthening of people's health consciousness,from the physical examination to the voluntary check-up consciously changing attitudes,It make the medical industry customers gradually expand.while some private medical centers have many problems,such as medical examiner level is not high;report quality is unreliable;medical environment is bad;bad service attitude and so on.These quality problems are why they are unable to form their own loyal customers,it also highlights the importance of service quality improvement and improve in developing of the private medical examination.So the logical relationship and path analysis between private medical examination service quality and loyalrty behavior have become a very open research proposition,It also make up the research direction and research topic of this paper.In this paper,420 consumer of private medical examination institutions in wuhan as the research sample,through the way of questionnaire survey this paper study consumer evaluation on private medical examination institutions service quality and their satisfaction and loyal behavior,in addition to basic population characteristics of the selected sample.First,according to research direction and theme and the theoretical research and literature review,this paper build a model framework,put forward the research hypothesis,service quality can be divided into tangible,reliability,responsiveness,empathy and assurance five dimensions according to the quality of SERVQUAL model,the degree of satisfaction as a intervening variable,it is divided into positive evaluation,once again to come and recommendation three loyalty behavior,combined with other scholars this paper have developed a mature scale,developed a quality evaluation questionnaire,through the questionnaire to obtain the required data,this paper use statistics software SPSS21.0 to process the data.such as reliability test and linear regression,to examine the hypothesis and get the research conclusions.Through descriptive statistics,this paper found that the consumer of private medical examination institution mainly gathered in the groups with higher education,the younger,higher income,and their evaluation of the private medical examination institution service quality is not high.Through the empirical analysis also found that five dimensions of the private medical examination institution service quality have positive significant effect on the consumer's satisfaction,and the degree of the influence of each dimension is different.The influence of the tangibility,reliability,empathy and assurance of service quality on consumer's loyalty behavior is significant.the influence degree of the different loyalty behavior is also different.However,the responsiveness can not be supported by the significant examine.which reflects the particularity of the private medical examination industry.Mediation effect for the satisfaction of the physical assumption is verified,this paper found that the consumer's satisfaction on the relationship between service quality and loyalty behavior has a partial intermediary role,it mean that private medical examination institution service quality's impact on consumer's loyalty behavior are partly conducted by the their satisfaction.Finally,this paper have a discussion about the results of empirical analysis,to solve the problems that this paper have reflected,this research has puts up some practical suggestions for management of private medical examination institutions.