| Abstract: | A procedure is research purpose that thesis develop this investigate medical suppliers service quality characteristic have Kano two-dimensional quality. Understand hospital staffs? demand with satisfaction of service quality of medical suppliers. And then find out the service quality and improve the indicator, service quality and manage reference on the medical suppliers.
The medical suppliers are offering products of the demand of hospital, including medical equipment and consumer?s device. According to influencing the service quality project of customer satisfaction to find out the medical suppliers and customer service people and interrogate one, the end user experience of the hospital include general administration's purchasing, doctor, nursing staffed. Is investigated to be it examine target to construct it for the basis of medical personnel's satisfaction.
The research approach goes on in accordance with the two-dimensional quality way of sorting out, assay such different demography as sex, age, marital status, education degree, income, area of working, hospital type and the situation and frequency of contact, etc. separately, whether service quality satisfaction and show different views to the medical suppliers. It is Importance-Performance Analysis, IPA that to improve index and satisfaction quality indicator for analyze this questionnaire statistics.
Finally, found the service quality that the medical suppliers offered had two-dimensional metric attributes. The medical suppliers are improving the service quality indicator, the service quality on the dependability and responsively, show to pay much attention to all proposing answering with very satisfactory situation should be ' continue keeping '. Service people are know the customer needs, but can't meet hospital staffs' demand; belong to what the medical suppliers should carry out ' improve the focal point '. The medical staffs of the hospital are in the tangible service quality, the medical suppliers have the innovation equipment and appearances in emotion. Actually, it is very few to experience, but belong to ' improving and consulting in the future '. Finally, medical suppliers is offer material relevant education and training in high attention degree , but very satisfies while experiencing actually, should belong to some gains of the ' additional value ' of the medical suppliers . All of this make customers satisfied service quality.t |
