医疗服务质量满意度评价模型的实证分析

摘要

This paper analyzes the significance of the medical service quality satisfaction. It references American Customer Satisfaction Index to construct medical services evaluation model which is based on Fuzzy Comprehensive Evaluation and Analytical Hierarchy Process. Data from 108 questionnaires in hospital are analyzed to provide reasonable suggestions.[Chinese Medical Equipment Journal, 2011 .32 ( 7) : 111-112, 114]%分析了医疗服务满意度评价的意义及国内外研究现状,参考美国顾客满意度指数模型(ACSI)构建了医疗服务满意度评价模型,然后将模糊综合评价法和层次分析法相结合,对该模型所设计的调查问卷108份所收集到的数据进行分析,根据分析结果为医院管理提供合理的建议.