中国医学伦理学2025，Vol.38Issue(12)：1567-1576,10.DOI:10.12026/j.issn.1001-8565.2025.12.07
公立医院医疗服务需求满意度探究
Exploration of the satisfaction with medical service demands in public hospitals:combining the China Customer Satisfaction Index and KANO models
HUANG Zusheng 1HE Aocheng 2YANG Huiyi1
作者信息
- 1. Faculty of Chinese Medicine,Macau University of Science and Technology,Macau 999078,China
- 2. School of Business,Macau University of Science and Technology,Macau 999078,China
- 折叠
摘要
Abstract
Objective:To evaluate the satisfaction with medical service demands in public hospitals and to provide a theoretical basis and practical guidance for improving service quality and promoting hospital development.Methods:A patient satisfaction index model was constructed using the China Customer Satisfaction Index(CCSI)model as a framework and validated using the KANO model.By investigating the patients from five public hospitals in Hubei Province,the KANO attribute classifications of medical service demands were analyzed,and the Better-Worse coefficients for each service item were calculated.Results:Through calculation and analysis,five must-be attributes,four attractive attributes,twenty indifferent attributes,and one one-dimensional attribute were identified for medical service demands in public hospitals.Meanwhile,the Better-Worse coefficients for each service item were clarified,providing a quantitative basis for improving service quality.Conclusion:Patients exhibit high expectations for must-be attributes(e.g.,hospital environment,procedures,and privacy protection),while attractive attributes(e.g.,cost-effectiveness of medical services and patients'willingness to recommend)play an important role in enhancing patient satisfaction and loyalty.By focusing on these key areas,hospitals can implement targeted service improvement strategies and further effectively improve overall service quality,thereby charting a clear direction for their sustainable development.关键词
医疗服务需求/CCSI模型/KANO模型/患者满意度Key words
medical service demand/China Customer Satisfaction Index model/KANO model/patient satisfaction分类
医药卫生引用本文复制引用
HUANG Zusheng,HE Aocheng,YANG Huiyi..公立医院医疗服务需求满意度探究[J].中国医学伦理学,2025,38(12):1567-1576,10.
