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论文编号：	15097
作者编号：	2320223888
上传时间：	2024/12/10 11:45:05
中文题目：	X眼科医院服务质量提升策略研究
英文题目：	Research of the Service Quality Improvement Strategy of X Eye Hospital
指导老师：	张晓飞 副教授
中文关键字：	顾客满意度；顾客满意度；SERVQUALSERVQUAL模型；眼科医院；服务质量管理模型；眼科医院；服务质量管理
英文关键字：	Customer satisfaction；；SERVQUAL ModelSERVQUAL Model；；Eye HospitalEye Hospital；；Service Service QualityQuality ManagementManagement
中文摘要：	当前从眼科医院间的竞争在硬件设备设施等专业化技术的竞争以外，更为重要的是医院对于病人服务质量的竞争和患者满意度的竞争。本文的研究对象X医院在患者满意度管理方面的投入不多，客户满意度不高，这已经影响到了X医院的经营状况和品牌形象。本文正是针对X眼科医院服务质量方面的问题，从一线患者角度入手，寻求系统化的解决方案和完善对策。 本文首先对于涉及到的需要明确的概念进行界定，包括患者满意度、医院服务质量的概念；对于分析和解决问题所需的理论和工具进行了研究积累，包括期望理论、顾客感知理论和归因理论等理论，以及PEST分析方法和SERVQUAL模型。为清楚案例状态，本文对于X眼科医院服务质量现状进行了分析，主要是对于研究对象X医院所处行业现状进行介绍，对于X眼科医院基本概况进行介绍，并重点对于其当前服务质量管理情况进行分析。并应用调查问卷的方式，基于SERVQUAL模型进行了X医院服务质量问卷调查，本文应用SERVQUAL模型设计了调查问卷，进行了调查问卷发放与收集，并经信度和效度分析证实实证调查数据可信有效。经过实证调查数据分析，从SERVQUAL模型的五个维度进行分析与评价，并确定X眼科医院服务质量管理的现存问题：客户服务渠道和方法上缺乏创新，人员服务态度和服务意识存在偏差，缺乏对于患者需求和客户关系的管理，医院的设施环境的个性化创新欠缺。最后，本文针对实证调研确定的现存问题，提出逐一对应的解决对策建议，主要包括：突出服务及时性及渠道多样性，改进医务人员服务态度及意识，关注客户需求及客户关系管理，创新医院个性化环境设施建设；并提出保证对策建议落实，主要从企业文化、管理制度和企业资源等方面提出了保障对策实施的建议。
英文摘要：	In the current competitive landscape among ophthalmology hospitals, the focus has shifted beyond specialized technical competition in hardware and facilities to the quality of patient services and patient satisfaction. This study examines X Hospital, which has made limited investments in patient satisfaction management, resulting in low customer satisfaction that adversely affects its operational performance and brand image. The paper addresses the issues related to service quality at X Hospital from the perspective of frontline patients, aiming to develop systematic solutions and comprehensive strategies. First, the article defines essential concepts, including patient satisfaction and hospital service quality. It also reviews relevant theories and tools necessary for problem analysis and resolution, such as Expectancy Theory, Customer Perception Theory, and Attribution Theory, alongside analytical methods like PEST analysis and the SERVQUAL model. To provide context, the current state of service quality at X Hospital is analyzed, including an overview of the industry and a detailed examination of the hospital’s service quality management. A survey based on the SERVQUAL model was conducted to assess service quality at X Hospital. The survey instrument was designed using the SERVQUAL framework, followed by distribution and collection of the questionnaires, with reliability and validity analyses confirming the credibility of the empirical data. Through data analysis, existing issues in service quality management at X Hospital were identified across the five dimensions of the SERVQUAL model: a lack of innovation in customer service channels and methods, discrepancies in staff attitude and service awareness, insufficient management of patient needs and customer relationships, and inadequacies in the personalized innovation of the hospital's facilities and environment. Finally, the article proposes targeted solutions for each identified issue, emphasizing the importance of timely service and diverse channels, improving staff attitudes and awareness, focusing on customer needs and relationship management, and innovating in the construction of personalized hospital facilities and environments. Recommendations for ensuring the implementation of these strategies are provided, addressing organizational culture, management systems, and corporate resources to support effective execution.
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