Study on Evaluation of Customer Satisfaction Index in Public Health Service

摘要

Customer satisfaction index is the important factor of weighing the quality of products and service. We apply system theory and fuzzy mathematics to the customer satisfaction evaluation, aiming at assessing public health service. The paper, using diagnosis and treatment, waiting time, expenses, service attitude and medical environment as the main evaluation factors, constructs the hierarchical models and confirms their weights by applying Analytic Hierarchy Process, and then combines the result of customers' questionnaire investigation, applies the fuzzy synthetic evaluation to evaluate synthetically customer satisfaction index. Using this method, it is easy to find quality problems, carry on quality control and realize complete quality management.