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目的通过对3种不同献血者满意度调查方式进行分析,了解不同调查方式的优点和不足,选择适宜的方式实施献血者满意度调查,从而促进行服务质量的改进。方法分别采用现场工作人员发放调查问卷、质量管理部门专人现场发放问卷以及专人电话调查3种不同方式,对3个采血点进行献血者满意度调查。结果 2种现场问卷调查结果无明显差异,电话调查结果与前2种有显著性差异,满意度分值较现场低,且调查过程中电话收集意见和建议明显多于现场调查。结论电话调查能更深入地了解顾客感受和收集改进意见。但基于不同调查方式的各自特点,根据需要合理选择才能获得献血者对服务的真实评价,真正从中发现不足,从而改进和提高服务质量。
Objective By analyzing the satisfaction survey of three different blood donors, we can understand the advantages and disadvantages of different methods of investigation and choose the appropriate way to carry out the survey of satisfaction of blood donors to promote the improvement of service quality. Methods Satisfaction survey of blood donors was conducted on 3 blood collection sites using 3 questionnaires distributed by field staffs, on-site questionnaires distributed by quality control departments and telephone survey by hand. Results There was no significant difference in the results of the two field surveys. The telephone survey results were significantly different from the previous two. The scores of satisfaction were lower than those of the scene. And the opinions and suggestions collected through telephone in the survey were significantly more than those of the field survey. Conclusion Phone Surveys provide a deeper understanding of customer perceptions and gather ideas for improvement. However, based on the different characteristics of different methods of investigation, we can make a reasonable choice according to the need to obtain the real evaluation of donors for services, and find out the deficiencies so as to improve and improve the service quality.