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目的探讨采血机构服务质量和献血满意度间的相关性。方法应用采血机构服务质量量表和献血满意度量表对武汉市900名献血者进行问卷调查并获得564份有效样本。结果采血机构服务质量得分为3.854±0.695,献血者整体满意度得分为3.919±0.755,均呈中上水平;回归分析显示,服务质量5个维度:有形性、可靠性、反应性、保证性和关怀性均对献血者整体满意度有正向影响,服务态度满意对整体满意度的影响较大。结论建议采血机构有针对性地提高服务质量,重塑积极的服务态度,制定个性化的献血者营销策略,从而提高献血满意度。
Objective To explore the correlation between the quality of service and the satisfaction of blood donation. Methods A total of 900 blood donors in Wuhan were surveyed and 564 effective samples were obtained by using the blood quality service scale and blood donation satisfaction scale. Results The service quality score of blood collection institution was 3.854 ± 0.695, and the overall satisfaction score of blood donors was 3.919 ± 0.755, both in the upper and middle levels. The regression analysis showed that the five dimensions of service quality were tangible, reliability, reactivity, assurance and Caring have a positive impact on the overall satisfaction of blood donors, satisfaction with the service attitude of the overall satisfaction greater impact. Conclusion It is suggested that blood collection agencies should improve the quality of service in a targeted manner, reshape the positive attitude towards service and make a personalized marketing strategy for blood donors so as to improve blood donation satisfaction.