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目的针对2013—2014年某国际旅行卫生保健中心(简称“保健中心”)出入境人员满意度调查结果进行分析,并提出针对性的改进措施,以提高保健中心的工作和服务质量。方法以某保健中心出入境人群为研究对象,用Excel录入各项数据,应用统计软件SPSS 18.0,采用秩和检验对已完成的满意度调查结果进行分析,以P<0.05为差异有统计学意义。结果从年龄段、性别、职业等角度分析得出出入境人员对保健中心岗位的满意度不同。30~岁年龄段顾客对取表发证台、采血室、内外科、B超室的满意度较差;20~岁年龄段顾客对心电图、X光室、尿检室的满意度较差;40~岁年龄段法定体检顾客对各岗位的满意度均较高。女性顾客对各岗位的满意度均比男性差。企业职员对咨询台、申报台、收费台、取表发证台、采血室、内外科、五官科、B超室、尿检室、预防接种室的满意度较差;机关工作人员对X光室的满意度较差;其他人群对各岗位的满意度差别不大。结论采用秩和检验可分析顾客满意度的分布,针对不同岗位提出相应的改进措施,以提高顾客满意度,促进中心工作和服务质量的提升。
Objective To analyze the satisfaction degree of entry-exit personnel of an international travel health care center (referred to as “health center”) from 2013 to 2014 and propose targeted improvement measures to improve the quality of work and service in health centers. Methods The entry-exit population in a health care center was selected as the research object. All the data were entered by Excel. The statistical software SPSS 18.0 was used to analyze the completed satisfaction survey with rank sum test. P <0.05 was considered as statistically significant . Results From the perspective of age, gender and occupation, it is concluded that the satisfaction of entry-level staff to the health center is different. 30 to the age group of customers to take the table issuing card, blood collection room, internal surgery, B-room satisfaction is poor; 20 ~ age group of patients on the ECG, X-ray room, urine test room satisfaction less; ~ Year-old statutory physical examination customer satisfaction of all positions are higher. Female customers are less satisfied with each job than men. Enterprises staff to the information desk, reporting platform, toll booths, take the table issuing card, blood collection room, internal and external medicine, ENT, B ultrasound room, urine examination room, vaccination room satisfaction less; organs of the X-ray room Satisfaction of the poor; other groups on the job satisfaction is not very different. Conclusion The rank sum test can be used to analyze the distribution of customer satisfaction and propose corresponding improvement measures for different positions to improve customer satisfaction and promote the work of the center and service quality.