平衡计分卡顾客满意度在医疗服务中的应用研究
平衡计分卡,平衡计分卡,顾客满意度,医疗,1平衡计分卡背景概述,2顾客、顾客满意度概念,3顾客满意度测量方法,4提升顾客满意度措施,参考文献
【摘要】 目的 借鉴平衡计分卡,顾客满意度,引进医疗服务,提高医疗市场竞争力。方法 介绍平衡计分卡来源、内容及应用。顾客及顾客满意度概念、测量方法、提升措施等。结果 病人是医疗服务的最主要顾客。以诚信、技术、方便、效益回报顾客,提升顾客满意度。结论 平衡计分卡适用于医疗服务领域。提升病人满意度,是医疗机构追求的最主要目标。关键词 平衡计分卡 顾客满意度 医疗
Application of customer satisfaction and balanced scorecard in medical service
Zeng Weiliang,Wang Shuxiang
Economics and Management College,Beijing Jiaotong University,Beijing100044
【Abstract】 Objective To improve the competitiveness of medical market according to medical care which benefit from the use of balanced scorecard and customer satisfaction.Methods Introduce the balanced scorecard that includes its source,content and application.Also explain the concept of the customer satisfaction and how to measure and improve.Results The patient is main customer in medical service.We should improve the customer satisfaction by honest ......
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