On customer satisfaction of medical meeting: A case study on Elsevier training workshop

摘要

Customer satisfaction is an fatal part applied in the consistent self-improvement of an organization. It is usually regarded as the most reliable and effective feedback system to make enterprises understand customers' expectation and preference accurately. This paper reviews the convention satisfaction studies firstly, then suggests the assessment structure of convention customer satisfaction. Based on the customer satisfaction survey of Elsevier Medical Workshop, this paper finds that poor topic and lecturer selection, time and video controlling result in the deviations of customer satisfaction on the whole meeting. Finally, the paper put forwards the key factors such as timing, content, interaction to improve customer satisfaction. These findings can contribute to build up a better structure of an medical training workshop to fit in customers (or doctors)' preference and motivation. And it also advises on the improvement of service, content selection and arrangement.