The Research On Customer Satisfaction Of A Company's Health Examination Service

With the rapid development of the domestic economy,people's living standards continue to improve,health care awareness is gradually improved,and professional health examination institutions are developing at a high speed as an emerging industry.In recent years,various medical institutions and social capital have set up professional health examination centers.The rise and development of the health examination industry not only brought huge economic and social benefits,but also caused fierce competition among enterprises.Based on this background,customer satisfaction has become the focus of attention of major health examination companies.This paper takes Company A as the research object.Firstly,it starts with the theory of customer satisfaction.After reviewing a large number of domestic and foreign scholars' research on customer satisfaction,based on the American Customer Satisfaction Index Model ACSI,through literature research and interviews with industry experts.A multi-dimensional and multi-level customer satisfaction evaluation index system for health examination service of company A was established,and a customer satisfaction survey plan was drawn up and applied to the physical examination service of company A for empirical research.In this paper,a random sampling method was used to conduct a questionnaire survey.A total of 360 questionnaires were distributed and 314 were collected.The recovery rate was 87.22%,including 287 valid questionnaires with an effective rate of 91.40%.Through the use of SPSS statistical software to analyze the reliability and validity of the survey data,it is proved that the evaluation index system and questionnaire are reasonable and applicable.Then use the AHP combined with the Delphi method to determine the weighting index,and then calculate the customer satisfaction index of the company's health examination service by 3.31.Finally,according to the scores and weights of each customer satisfaction index of A company,the two-dimensional quadrant map of customer satisfaction is drawn based on the importance performance degree analysis method,and the main indicators that affect customer satisfaction are the medical technology level feelings and processes.Feelings,feelings of health education,value for money,and complaints to friends have come to the conclusion that improving the quality of service in related areas will help Company A improve customer satisfaction.This paper conducts empirical research on customer satisfaction through six dimensions from the perspective of research,and analyzes and evaluates from two perspectives that significantly affect customer satisfaction,making the research conclusion more stereoscopic and intuitive.Finally,suggestions for improvement were proposed to improve the quality of service for Company A and provide reference for the development of decision-making information and related policies for management.