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重视对患者行为的研究,是医院管理领域研究的新趋势。目前,许多学者采用多种方法研究患者的满意度,但关于患者口碑传播对医院影响的研究较少,患者满意度与口碑传播关系的研究更是鲜见。为此,笔者对患者满意度与口碑传播的关系进行探讨。1 概念界定1.1 患者满意度的概念患者满意度是指患者的种种愿望得到满足或患者所接受的医疗服务超过他们期望的程度。
Emphasis on the study of patient behavior is a new trend in the field of hospital management. At present, many scholars use a variety of methods to study patient satisfaction, but little research has been done on the impact of word-of-mouth communication on the hospital, and the research on the relationship between patient satisfaction and word-of-mouth communication is rare. To this end, the author discusses the relationship between patient satisfaction and word of mouth. 1 Concept Definition 1.1 Concept of Patient Satisfaction Patient satisfaction refers to the extent to which patients’ wishes are met or the patient receives more medical services than they expect.