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研究生学号：1319115710研究生签名：__________日期：2022年6月21日
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研究生签名：____________导师签名：____________日期：2022年6月21日
摘要
近年来，随着我国现代化医院的建设和医院后勤服务社会化改革步伐的加
快，以及患者多样化需求的增长、周边市场的兴起，A医院自营便利店在时代的
浪潮下举步维艰，亟需做出改变。中国共产党第十九届五中全会也提出，健全基
本公共服务体系，不断增强人民群众获得感、幸福感、安全感，全面推进健康中
国建设。在此背景下，迫切需要转型的A医院自营便利店，应适应这个时代，把
握机遇，提升自己，加强满意度调查与研究，将有限资源效用最大化，更好地服
务于广大患者，做到让患者满意。
根据A医院自营便利店实际情况，本文以满意度调查为切入点，主要采用问
卷调查与访谈的研究方法，对其发展进行了深入分析和研究。首先，利用顾客满
意度模型和李克特量表等工具对 A医院自营便利店的当前现状和顾客总体满意
度各因子进行全面分析，并结合访谈归纳出服务人员、组织结构、外部条件等问
题产生的原因，充分肯定提升顾客总体满意度的必要性，从顾客期望、感知质量、
感知价值、顾客满意度、顾客忠诚度等方面提出解决方案，来提升患者及其家属、
医护人员客户满意度。接着，经过改进方案实施，进行改进效果对比，总结有益
经验。为有效落实上述顾客满意度提升的改进方案，立足A医院自营便利店的实
际情况，提出服务场所、服务人员、服务内容、服务流程等四个方面的保障措施。
对未来进行展望，以期A医院自营便利店能通过顾客满意度的提升，在激烈的市
场环境中脱颖而出，实现社会效益和经济效益的双赢。
关键词：医院服务，后勤管理，自营便利店，顾客满意度
I
Abstract
In recent years, with the the construction of modern hospitals in China and the
acceleration of the socialization reform of hospital logistics services, as well as the
growth of diversifiedneeds of patients andthe rise of surroundingmarkets, A
hospital's self-operated convenience store is struggling under the tide of the times and
is in urgent need of transformation. The 5th Plenary Session of the 19th Central
Committee also proposed to improve the basic public service system, continuously
enhance
thepeople'ssenseofacquisition,happinessandsecurity,and
comprehensively promote the construction of a healthy China.Under this background,
A hospital's self-operated convenience store,which urgently needs totransform,
shouldadapt tothisera,seizetheopportunity,improveyourself,strengthen
satisfaction survey and research,maximize the utility of limited resources, better
serve the majority of patients, and make patients satisfied.
According to the actual situation of A hospital's self-operated convenience store,
this paper analyzes and studies its development based on satisfaction survey and
mainly adopts the research methods of questionnaire survey and interview. Firstly the
ACSI and Likert scale are used to comprehensively analyze the current status and
factors ofoverall customerdegree ofsatisfaction ofA hospital's self-operated
convenience store, and combined with interviews, the causes of problemsincluding
service personnel, organizational structure, external conditions and other problems are
summarized, fully affirmthe necessity of improvingoverall customer degree of
satisfaction, and then put forward the improvement scheme of satisfaction, including
how to improve customer satisfaction of patients and their families and medical staff
from customerexpectation, perceivedquality, customerperceptive value,client
satisfaction and customer faithfulness. Implementing the improvement scheme later,
the improvement effect is compared and the beneficial experience is summarized. In
ordertoeffectivelyimplementtheaboveimprovementschemeofcustomer
satisfaction improvement, based on the actual situationof A hospital's self-operated
conveniencestore,proposefour safeguardmeasuresforimprovementproject
II