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论文编号：	15906
作者编号：	2320224069
上传时间：	2025/12/12 15:53:03
中文题目：	M消化专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 M Digestive specialist Hospital
指导老师：	徐曼副教授
中文关键字：	患者满意度;SERVQUAL 模型;消化医院;服务质量管理
英文关键字：	Customer satisfaction;SERVQUAL Model;Digestive specialist Hospital;Service Quality Management
中文摘要：	当前消化类医院的竞争格局中，除硬件设备、专业技术等硬性实力的比拼 外，患者服务质量的角逐与患者满意度的竞争已成为更为关键的维度。作为本 文研究主体的 M 消化专科医院，在患者满意度管理领域的资源投入相对有限， 导致客户满意度始终处于较低水平，这不仅对医院的日常经营造成负面影响， 更损害了长期建立的品牌形象。鉴于此，本文聚焦 M 消化专科医院在服务质量 层面存在的具体问题，致力于探索一套系统化的问题解决方案与完善策略。 首先，本文对研究涉及的核心概念进行明确界定，涵盖患者满意度、医院 服务质量等关键术语，对分析与解决问题所需的理论基础及工具方法展开梳理 与积累，其中既包括期望理论、顾客感知理论、归因理论等经典理论，也包含 PEST 分析方法与 SERVQUAL 模型等实用工具。为清晰呈现研究案例的实际状 态，本文进一步对 M 消化专科医院的服务质量现状进行深入分析:一方面介绍 研究对象所处的消化医疗行业整体发展现状，另一方面阐述 M 消化专科医院的 基本运营概况，并将重点放在对其当前服务质量管理工作实际情况的剖析上。 在此基础上，本文采用问卷调查的研究方式，以 SERVQUAL 模型为核心设 计调研问卷，完成问卷的发放与回收工作后，通过信度分析与效度分析验证实 证调研数据的可靠性与有效性。结合实证调研获取的数据结果，从 SERVQUAL 模型包含的五个维度出发，对 M 消化专科医院的服务质量进行全面分析与客观 评价，并最终明确其在服务质量管理中存在的核心问题。 最后，针对实证调研明确的现存问题，本文逐一对应提出针对性的解决对 策建议，主要包括:强化服务响应的及时性，拓展服务渠道的多样性;改善医 务人员的服务态度，提升其主动服务意识;加强对患者需求的精准洞察，完善 客户关系管理体系;推进医院设施环境的个性化升级，增强环境设计的创新性。 同时，为保障上述对策建议能够有效落地执行，本文还从医院企业文化建设、 管理制度完善、企业资源配置等多个维度，提出了确保对策实施效果的保障性 建议。
英文摘要：	In the current competitive landscape of digestive hospitals, in addition to the competition of hardware equipment, professional technology and other hard strengths, the competition for patient service quality and patient satisfaction has become a more critical dimension. As the research subject of this article, M Digestive Hospital has relatively limited resource investment in the field of patient satisfaction management, resulting in consistently low levels of customer satisfaction. This not only has a negative impact on the hospital's daily operations, but also damages the long-term established brand image. In view of this, this article focuses on the specific problems that exist in the service quality of M Digestive Hospital，and is committed to exploring a systematic solution and improvement strategy for these problems. Firstly, this article clearly defines the core concepts involved in the research, covering key terms such as patient satisfaction and hospital service quality. It summarizes and accumulates the theoretical basis and tool methods required for analyzing and solving problems, including classic theories such as expectancy theory, customer perception theory, attribution theory, as well as practical tools such as PEST analysis method and SERVQUAL model. In order to clearly present the actual status of the research case, this article further analyzes the service quality status of M Digestive Hospital: on the one hand, it introduces the overall development status of the digestive medical industry where the research object is located, and on the other hand, it elaborates on the basic operation overview of M Digestive Hospital, with a focus on analyzing its current service quality management work. On this basis, this article adopts the research method of questionnaire survey, designs a survey questionnaire with SERVQUAL model as the core, completes the distribution and collection of the questionnaire, and verifies the reliability and effectiveness of the empirical research data through reliability analysis and validity analysis. Based on the data obtained from empirical research, starting from the five dimensions included in the SERVQUAL model, a comprehensive analysis and objective evaluation of the service quality of M Digestive Hospital is conducted, and II Abstract the core problems in its service quality management are ultimately identified. Finally, in response to the existing problems identified through empirical research, this article proposes targeted solutions and suggestions one by one, mainly including: strengthening the timeliness of service response and expanding the diversity of service channels; Improve the service attitude of medical personnel and enhance their proactive service awareness; Strengthen precise insight into patient needs and improve customer relationship management system; Promote personalized upgrading of hospital facilities and enhance the innovation of environmental design. At the same time, in order to ensure the effective implementation of the above countermeasures and suggestions, this article also proposes safeguard suggestions from multiple dimensions such as hospital corporate culture construction, management system improvement, and enterprise resource allocation to ensure the effectiveness of the implementation of countermeasures.
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