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摘 要
随着人们生活水平的不断提高，人口规模的不断扩大以及社会老龄化程度
的不断提高，居民对医疗水平的要求也不断多样化。中国的医疗市场经过多年的
发展，呈现出了爆发式的增长。但是随之而来的问题也不断涌现，挂号难、就医
难等问题成为导致医疗纠纷的主要因素，病人对医院的整体满意度不断降低。另
外，随着竞争的不断加剧，各家医院为了能够获得竞争优势，都在不断的采取措
施提升自己的服务水平和医疗水平，从而提高患者整体的满意度。但顾客对医院
的整体满意度却呈现出了不断下降的趋势。顾客满意度作为衡量一家医院服务水
平高低的重要因素，需要医疗机构在发展的过程中进行不断的关注，医院不仅仅
要关注自身的环境、设备等硬件因素，还要从技术水平、服务质量等软件因素去
提升顾客满意度。医疗机构在成长的过程中，必须把不断的提高患者的满意度作
为一项重要的工作，不断提高患者的整体满意度水平，只有这样才能够在成长的
过程中，脱颖而出，不断发展，成为市场竞争不败者
本文以河南省赛思口腔医院为研究对象，对医院基本情况进行分析的
基础上，将医院服务水平、服务态度、医疗技术、护理服务水平、收费高低、窗
口服务水平作为重点调查对象，并通过调查问卷的方式对患者进行调查，收集相
关数据。运用SPSS软件对调查结果进行信度分析、效度分析、相关性分析、回
归性分析，并对各影响因素进行数据分析，确定各个因素对患者满意度影响作用
的大小。得出目前赛思口腔医院在患者满意度方面的现状与不足，并结合赛思口
腔医院的实际情况提出了改善患者满意度的具体措施，这些措施包括：提高医疗
水平、提高患者服务水平、加强医务人员的培训、改进医院的硬件环境、优化诊
断流程、完善机构的整体布局、加强医院文化建设
本研究不仅能够帮助赛思口腔医院对自身的患者满意度现状有进一步的了
解，帮助医院不断提高自身的服务水平，同时也通过本研究对自己所学的知识和
经验进行验证
关键词： 赛思口腔医院患者满意度 满意度现状改进建议
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Abstract
With the continuous improvement of people's living standard, the continuous
expansion of population size and the continuous improvement of the aging degree of
society, residents' demands for medical level are also constantly diversified. After
years of development, China's medical market has witnessed explosive growth.
However, the following problems have also emerged, such as the difficulty of
registration and the difficulty of medical treatment, which has become the main factor
leading to medical disputes, and the patient's overall satisfaction with the hospital has
been decreasing. In addition, with the increasing of competition, hospitals in order to
gain a competitive advantage, are constantly take steps to improve their service level
and health level, thus improve the patients' overall satisfaction. But the overall
satisfaction with the hospital showed a declining trend. Customer satisfaction as a
measure of a hospital service level, the important factors that need to constantly in the
process of development of medical institutions, hospitals should not only focus on
their own environment, equipment and other hardware factors, but also from the
technical level and service quality software factors to improve customer satisfaction.
Medical institutions in the process of growth, must constantly improve patient
satisfaction as an important work, continuously improve the level of the patient's
overall satisfaction, only in this way can in the process of growing, and continuous
development, the market competition is not the loser.
Taking Seth dental hospital in henan province as the research object, the basic
situation on the basis of the analysis of the hospital, the hospital service quality,
service attitude, medical technology, nursing service level, pay high and low, window
service level as the key subjects, and to patients by means of questionnaire
investigation, collect relevant data. Using the SPSS software to the results of the
survey on the reliability analysis, validity analysis, correlation analysis, regression
analysis, and the each influence factor for data analysis, to determine the factors
impact on patient satisfaction. It is concluded that the current Seth stomatological
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hospital patient satisfaction in aspects of the present situation and deficiency, and
combined with the actual situation of Seth oral hospital puts forward some specific
measures to improve patient satisfaction, these measures include:Improve the level of
medical treatment, improve patient service levels, strengthen medical personnel
training, improve the hospital hardware environment, optimizing the diagnostic
process, improve the overall layout, to strengthen the construction of hospital culture.
Through this study can not only help Seth stomatological hospital to have a
further understanding about their patients' satisfaction, help hospitals improve their
service level unceasingly, at the same time, through this study, also to validate their
knowledge and experience.
Key words: Seth oral hospitalpatients satisfactionsatisfaction status
improvement suggestion.
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目 录
第一章 绪论......... 1
第一节研究的背景与意义 .... 1
一研究的背景 .......... 1
二 研究的意义.......... 3
第二节 顾客满意度国内外研究现状 ......... 4
一国外研究现状......... 5
二国内研究现状......... 6
第三节研究内容与方法 ...... 6
一 研究的内容 6
二 研究的方法 8
第四节研究的创新点与不足 .. 8
第二章 河南赛思口腔医院患者满意度现状研究的背景........ 10
第一节河南赛思口腔医院概况 ........... 10
第二节 河南赛思口腔医院开展顾客满意度研究的必要性 .. 10
第三节 患者满意度界定及其影响因素 ...... 13
一患者满意度概念的界定 13
二患者满意度的影响因素 14
第三章河南赛思口腔医院患者满意度现状调查问卷的设计17
第一节调查问卷基本内容的设计 ......... 17
第二节 调查对象的选择和问卷发放与回收18
第三节相关数据分析方法 ... 18
第四节调查结果描述 ....... 20
一 调查对象的基本情况描述........... 20
二 调查的信度分析....... 23
三 调查的效度分析....... 26。