基于SERVQUAL模型的民营医院服务质量测评以郑州三家民营医院为例.doc

PAGE PAGE 18 题 目: 基于SERVQUAL模型的民营医院服务质量测评 ——以郑州三家民营医院为例 院系名称： 专业班级： 学生姓名： 学 号： 指导教师： 教师职称： 摘 要 随着医疗服务领域的开放和经济的发展，医疗服务业的竞争日趋激烈。民营医院作为后起之秀，它已经显现了蓬勃发展的局面。现在社会上对医院的满意度调查甚多，但关注民营医院的学者不是很多。在这种背景下，本文对民营医院服务质量进行了测评。 论文结合医院实际，对医院的顾客满意度进行了一次深入细致的调查。本文以郑州三家民营医院患者为调查对象，以SERVQUAL模型为理论来设计调查问卷，采用实地调研的方法，测定了患者对民营医院服务质量的期望与感知的差异数值，并对期望与感知以及差异数值进行了分析。 经过数据整理统计，测量得到的各个服务质量的感知与期望的差距，测得在不等权重的情况下民营医院服务质量百分制为83.33，说明民营医院的服务质量基本能达到患者的满意程度，结果可以为民营医院的管理人员评价本医院服务质量提供数据上的依据，同时这些数值的高低也有助于管理人员作为发现医院存在服务质量问题的警示。 关键词：服务质量 顾客满意度 民营医院 Title Private hospital service quality evaluation beasd on Servqual-take three private hospitals as an example in Zhengzhou Abstract With the development of medical treatment service realm and economy ，the competition of medical treatment service is gradually vigorous. The private hospital as a younger generation, it has already presented the situation of booming development. Now in society to hospital degree of satisfaction investigation very many, but pays attention to the privately operated hospital the scholar is not very many.Under this kind of background, this article has carried on the evaluation to the privately operated hospital grade of service. The paper links to the hospital reality, has carried on a thorough careful investigation to the hospital customer degree of satisfaction.This article take by the Zhengzhou three privately operated hospital patients as the investigation object, designs the questionnaire take the SERVQUAL model as the theory, uses method which investigates and studies on the spot, has determined the patient to the privately operated hospital grade of service expectation and the sensation difference value, and to expected has carried on the analysis with the sensation as well as the difference value. After the data ordering statistics, each grade of service sensation a