Research On The Improvement Of Customer Satisfaction In H Plastic And Cosmetic Hospital

With the growth of the national economy and the continuous development of medical cosmetology technology,the public’s demand for improving their "face value" is also increasing.In the face of fierce market competition,the business philosophy of "performance-centered" in medical beauty institutions frequently leads to customer complaints and complaints,and the contradiction between doctors and patients continues to intensify,which in turn leads to a large loss of customers in medical beauty institutions and a decline in industry reputation,increasing the number of customers in medical beauty institutions.Satisfaction becomes even more important.This thesis takes H Plastic Surgery Hospital as a research case and elaborates on the improvement of customer satisfaction of the hospital in five parts.Firstly,by searching and sorting out domestic and foreign literatures,the theoretical data needed for this study were obtained.After understanding and summarizing the current situation of customer satisfaction in the medical service industry,it is found that among the many factors affecting customer satisfaction,service quality has a particularly significant correlation with it.Based on the mature and extensive service quality(SERVQUAL)scale used in customer satisfaction and service quality research,the customer satisfaction questionnaire of H hospital was designed.With the help of Delphi method,fuzzy evaluation method and other theories,the questionnaire indicators are qualitatively and quantitatively established and weighted,and the calculated scores are classified and divided according to the severity that needs to be improved.Then,the reliability of the questionnaire was analyzed by means of pre-investigation,and then revised and perfected and distributed.Through the statistics,calculation and analysis of the data of 276 valid questionnaires recovered in the formal survey,it is found that the total score of customer satisfaction of H hospital is relatively high,but the traffic convenience,waiting time,project price,diagnosis and treatment risk notification,inter-departmental satisfaction are higher.The six indicators of convenience of communication and referral and attention to customer needs have low scores and need to be improved accordingly.Finally,based on the satisfaction score,combined with the principles of customer-centered,sustainable,and economical,it proposes five categories: customer demand subdivision,diagnosis and treatment channel optimization,department function subdivision,service process standardization,and automatic customer management.The results of this thesis have certain practical significance for H Plastic Surgery Hospital,but due to the complexity of customer satisfaction and the continuous changes in the medical beauty industry,there is still room for improvement in the research on customer satisfaction.