目的：探讨医院顾客满意度调查问卷的设计及其预调查。方法：围绕医疗服务态度、效率、质量、医德医风、医疗收费、医院环境和饮食等顾客可感知的7个关键环节，设计30个调查项目，并对400例出院患者进行预调查。结果：调查问卷内部一致...目的：探讨医院顾客满意度调查问卷的设计及其预调查。方法：围绕医疗服务态度、效率、质量、医德医风、医疗收费、医院环境和饮食等顾客可感知的7个关键环节，设计30个调查项目，并对400例出院患者进行预调查。结果：调查问卷内部一致性Cronbash＇s α系数较高（0．991），题目的敏感性分析“Alpha if Item Deleted”值变化幅度很小（0．955—0．959），各单项与总体满意度之间具有较强的相关性（0．62—0．89），经因子分析，因子载荷与结构和量表内容基本吻合。结论：本问卷具有较高的信度和效度，适用于医院顾客满意度调查。展开更多
In order to construct objective relatively mapping relationship model between customer requirements and product technical characteristics, a novel approach based on customer satisfactions information digging from case...In order to construct objective relatively mapping relationship model between customer requirements and product technical characteristics, a novel approach based on customer satisfactions information digging from case products and satisfaction information of expert technical characteristics was put forward in this paper. Technical characteristics evaluation values were expressed by rough number, and technical characteristics target sequence was determined on the basis of efficiency, cost type and middle type in this method. Use each calculated satisfactions of customers and technical characteristics as input and output elements to construct BP network model. And we use MATLAB software to simulate this BP network model based on the case of electric bicycles.展开更多
With the development of next generation network （NGN）, reasonable service quality evaluation is essential in network management. Based on NGN service characteristics, this article presents a comprehensive service qu...With the development of next generation network （NGN）, reasonable service quality evaluation is essential in network management. Based on NGN service characteristics, this article presents a comprehensive service quality evaluation system from two perspectives： quantitative and qualitative. From the quantitative point of view, this article brings forward the normalized service level achievement function （NSLA function） at technical layer. Also, with mean opinion score （MOS） mode, it proposes customer satisfaction assessment methods at customer perception layer. From the qualitative perspective, a hierarchical model is established, which forms mapping relations from the upper customer perception to the lower service quality parameters, and then the influence of different service parameters on customer satisfaction degree can b＇e denoted by the fuzzy analysis hierarchy process （FAHP） algorithm. Quantitative and qualitative evaluations together form a comprehensive solution which is universal, customer-oriented and flexible. Demonstrated by the representative voice service, the proposed system is proved reliable and applicable to service evaluation in NGN.展开更多
文摘目的：探讨医院顾客满意度调查问卷的设计及其预调查。方法：围绕医疗服务态度、效率、质量、医德医风、医疗收费、医院环境和饮食等顾客可感知的7个关键环节，设计30个调查项目，并对400例出院患者进行预调查。结果：调查问卷内部一致性Cronbash＇s α系数较高（0．991），题目的敏感性分析“Alpha if Item Deleted”值变化幅度很小（0．955—0．959），各单项与总体满意度之间具有较强的相关性（0．62—0．89），经因子分析，因子载荷与结构和量表内容基本吻合。结论：本问卷具有较高的信度和效度，适用于医院顾客满意度调查。
基金Supported by Natural Science Basic Research Plan in Shaanxi Province of China (SJ08E206)
文摘In order to construct objective relatively mapping relationship model between customer requirements and product technical characteristics, a novel approach based on customer satisfactions information digging from case products and satisfaction information of expert technical characteristics was put forward in this paper. Technical characteristics evaluation values were expressed by rough number, and technical characteristics target sequence was determined on the basis of efficiency, cost type and middle type in this method. Use each calculated satisfactions of customers and technical characteristics as input and output elements to construct BP network model. And we use MATLAB software to simulate this BP network model based on the case of electric bicycles.
基金supported by the Hi-Tech Research and Development Program of China (2007AA01Z204)BUPT-Ericsson Collaborated Project (Phase 3)+1 种基金Sino-Swedish Collaboration Research Program (2008DFA11950)Cooperation with China Mobile Group Guangzhou Co., Ltd. (KJXM07BC052)
文摘With the development of next generation network （NGN）, reasonable service quality evaluation is essential in network management. Based on NGN service characteristics, this article presents a comprehensive service quality evaluation system from two perspectives： quantitative and qualitative. From the quantitative point of view, this article brings forward the normalized service level achievement function （NSLA function） at technical layer. Also, with mean opinion score （MOS） mode, it proposes customer satisfaction assessment methods at customer perception layer. From the qualitative perspective, a hierarchical model is established, which forms mapping relations from the upper customer perception to the lower service quality parameters, and then the influence of different service parameters on customer satisfaction degree can b＇e denoted by the fuzzy analysis hierarchy process （FAHP） algorithm. Quantitative and qualitative evaluations together form a comprehensive solution which is universal, customer-oriented and flexible. Demonstrated by the representative voice service, the proposed system is proved reliable and applicable to service evaluation in NGN.
