单 位 代 码 10602
学 号 2020010921
分 类 号 F272.3
密级 公开
硕士专业学位论文
Y医疗美容公司客户满意度提升策略研究
Research on measures to improve the Customer
Satisfaction Y Medical Beauty Company
学 院 ( 部 ) ： 经 济管 理学 院
专业 ： 工 商管 理
研 究 方 向 ： 市 场营 销与 运营 管理
年级 ： 2020级
研 究 生 ： 文 露
指 导 教 师 ： 何 昭红
完 成 日 期 ： 2022年12月Y医疗美容公司客户满意度提升策略研究
专业名称：工商管理（MBA）
申 请 人：文露
指导教师：何昭红
论文答辩委员会 Y医疗美容公司客户满意度提升策略研究
研究生姓名：文露导师姓名：何昭红
学科：工商管理（MBA）研究方向：市场营销与运营管理 年级：2020级
摘要
随着社会经济的快速发展，人们对形体形象的外在诉求也达到了更深更广的层次，
民营医疗美容门诊部在这种背景下快速兴起。Y医疗美容公司是惠州一家中型的整形医
美机构，由于市场竞争的加剧，近年来也面 临了客户流失、市场份额被侵占、利润增
长下降等挑战。通过对历史数据的汇总分析，可以看到Y医疗美容公司的上述问题都与
客户的服务质量感知体验有关，因此如何提升客户的满意度，实现门诊部的更长远发展，
就成了Y医疗美容公司管理层的重要任务。
本文以Y医疗美容公司作为研究对象，从门诊部服务质量、顾客满意度、投诉工作
处理的现状和存在的问题入手，以顾客满意度测评模型理论为核心，提出了适合Y医疗
美容公司的客户满意度测评模型，用于对Y医疗美容公司客户满意度研究的分析和策略
衡量，然后在此基础上设计客户满意度调查表，并对客户满意度一级指标下的公司形象、
客户期望、感知质量、客户抱怨、客户忠诚这些方面的调查数据进行深入的分析和诊断，
找出影响门诊部客户满意度的主要原因，进入提出具体的客户满意度提升措施和对策建
议。
通过对Y医疗美容公司客户在满意度方面的研究，找出影响客户满意度的原因，根
据影响客户满意度的服务流程、信息系统、术后关怀、客户预期管理这几个主要因素落
实具体的改进策略。本论文的研究，所采用的方法和形成的策略，在服务型医疗企业达
成或超越客户的期望、提升客户的满意度方面具有比较现实的指导意义，同时也可以为
医美机构客户满意度方面的研究提供一定的参考。
关键词：医疗美容机构；客户满意度；满意度提升策略
I Research on measures to improve the Customer Satisfaction Y
Medical Beauty Company
Graduate student:Wen lu
Supervisor:He Zhao Hong
Major：Business Administration
Research direction: Marketing and operations management
Grade:2020
ABSTRACT
With the rapid development of social economy, people;s external demands for
body image have reached a deeper and broader level. Under this background,
private medical beauty clinics are rising rapidly. Y Medical Beauty Co., Ltd.
is a medium-sized plastic surgery medical beauty organization in Hui Zhou. Due
to the intensification of market competition, it has also faced challenges such
as customer loss, market share encroachment, and declining profit growth in
recent years. Through the summary and analysis of historical data, it can be
seen that the above problems of Y Medical Beauty Company are related to the
customer;s perception of service quality. Therefore, how to improve customer
satisfaction and achieve the long-term development of the outpatient department
has become an important task for the management of Y Medical Beauty Company.
This paper takes Y medical beauty company as the research object, starting
with the current situation and existing problems of outpatient service quality,
customer satisfaction, complaint handling, and centering on the theory of
customer satisfaction evaluation model, puts forward a customer satisfaction
evaluation model suitable for Y medical beauty company, which is used to analyze
and measure the customer satisfaction research of Y medical beauty company, and
then designs a customer satisfaction questionnaire on this basis, The company
image, customer expectations, perceived quality, customer complaints, customer
loyalty and other aspects of the survey data under the first level indicators
of customer satisfaction were analyzed and diagnosed in depth to find out the
main reasons affecting the customer satisfaction of the outpatient department
and put forward specific measures and countermeasures to improve customer
satisfaction.
II Through the research on customer satisfaction of Y Medical Beauty Company,
find out the reasons that affect customer satisfaction, and implement specific
improvement strategies according to the service process, information system,
postoperative care, and customer expectation management that affect customer
satisfaction. The research of this paper, the methods adopted and the
strategies formed, have practical guiding significance in the service-oriented
medical enterprises to achieve or exceed customer expectations and improve
customer satisfaction, and can also provide some reference for the research on
customer satisfaction of medical and aesthetic institutions.
Key words:Medical Beauty Institutions ； Customer Satisfaction ；
Satisfaction Enhancement Strategy
III