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目的研究分析献血者满意度测评各指标质量属性及其满意系数,为制定献血服务质量策略改进提供依据。方法应用KANO模型,设计调查问卷,在采血现场向200名献血者发放调查问卷,了解其对24个献血者满意度测评指标具备或者不具备时的主观感受。结果问卷具有较好的鉴别度、内部一致性和有效性;19个指标质量属性判定为一元质量,5个指标质量属性判定为魅力质量;计算了各指标的顾客满意系数,并依据顾客满意系数对各指标在质量改进的优先度进行了排序。结论在献血服务质量改进中应优先满足19个一元质量指标,且满意度系数越高越应优先满足;在满足基础指标的基础上,提升5个魅力质量指标提高献血者对血站忠诚度。
Objective To study and analyze the quality attributes of each index of blood donors' satisfaction evaluation and their satisfaction coefficient, and provide the basis for the improvement of blood donation service quality strategy. Methods The KANO model was used to design a questionnaire. Questionnaires were distributed to 200 blood donors on the scene of blood donation, and their subjective feelings of satisfaction and failure of 24 donors were evaluated. The results of the questionnaire have good discrimination, internal consistency and validity; 19 indicators of quality attributes are judged as a single quality, 5 indicators of the quality attributes of the charismatic quality; calculated index of customer satisfaction coefficient, and based on customer satisfaction coefficient The priority of quality improvement of each index is sorted. Conclusion 19 monovalent quality indicators should be given priority in the improvement of blood donation service quality, and the higher the satisfaction coefficient should be, the higher satisfaction should be given. On the basis of meeting the basic indicators, five attractiveness indicators should be improved to improve loyalty of blood donors.