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ITitlePrivatehospitalservicequalityevaluationbeasdonServqual-takethreeprivatehospitalsasanexampleinZhengzhouAbstractWiththedevelopmentofmedicaltreatmentservicerealmandeconomy，thecompetitionofmedicaltreatmentserviceisgraduallyvigorous.Theprivatehospitalasayoungergeneration,ithasalreadypresentedthesituationofboomingdevelopment.Nowinsocietytohospitaldegreeofsatisfactioninvestigationverymany,butpaysattentiontotheprivatelyoperatedhospitalthescholarisnotverymany.Underthiskindofbackground,thisarticlehascarriedontheevaluationtotheprivatelyoperatedhospitalgradeofservice.Thepaperlinkstothehospitalreality,hascarriedonathoroughcarefulinvestigationtothehospitalcustomerdegreeofsatisfaction.ThisarticletakebytheZhengzhouthreeprivatelyoperatedhospitalpatientsastheinvestigationobject,designsthequestionnairetaketheSERVQUALmodelasthetheory,usesmethodwhichinvestigatesandstudiesonthespot,hasdeterminedthepatienttotheprivatelyoperatedhospitalgradeofserviceexpectationandthesensationdifferencevalue,andtoexpectedhascarriedontheanalysiswiththesensationaswellasthedifferencevalue.Afterthedataorderingstatistics,eachgradeofservicesensationandtheexpectationdisparitywhichthesurveyobtains,measuresindoesnotwaitfortheweightinthesituationtheprivatelyoperatedhospitalservicehundred-marksystemis83.33,explainedtheprivatelyoperatedhospitalthegradeofservicebasicperformanceachievedpatient'ssatisfaction,theresultmaycommenttheoriginalpricehospitalgradeofservicefortheprivatelyoperatedhospitaladministrativepersonneltoprovideinthedatathebasis,simultaneouslythesevalueheightisalsohelpfulintheadministrativepersonnelachievementdiscoveredhospitalexistencegradeofservicequestionthepoliceshows.IIKeywordsQualityofserviceCustomer'ssatisfactionPrivatehospitalIII目次1.引言..........................................................................................................................11.1研究背景................................................................................................................11.2研究的目的和意义................................................................................................11.3文献综述.................................................................................................................21.4研究的方法............................................................................................................42.研究模型.............................................
