醫(yī)院餐飲外包中的顧客滿意度調(diào)查

市場營銷論文編號:YX117 論文字數(shù):12456,頁數(shù):26

目 錄
第一章 引言 1
第二章 文獻綜述 2
第一節(jié) 外包和醫(yī)院后勤外包研究 2
一、外包的研究 2
二、醫(yī)院后勤外包方面的研究 3
第二節(jié) 顧客和顧客滿意度研究 3
一、顧客 4
二、顧客滿意和顧客滿意度 4
第三節(jié) 結(jié)論 6
第三章 研究內(nèi)容及研究方法 7
第一節(jié) 研究內(nèi)容 7
第二節(jié) 研究方法 7
第四章 數(shù)據(jù)分析 9
第一節(jié) 訪談結(jié)果分析 9
第二節(jié) 問卷調(diào)查結(jié)果分析 10
第五章 結(jié)論與建議 17
第一節(jié)  主要結(jié)論 17
第二節(jié) 對策與建議 17
一、提升餐飲外包的核心競爭力 17
二、建立外包控制與管理機制 18
三、實行跨文化管理 18
四、提高顧客滿意度的具體措施 18
參考文獻 20
致 　謝 21
附件一訪談實錄 22
附件二 問卷的設(shè)計 23

摘  要

      “民以食為天”，餐飲也是醫(yī)院重要的后勤服務(wù)部門，醫(yī)院餐飲的外包有很多優(yōu)點，但也存在許多問題。顧客滿意度評價是目前研究的熱點，對醫(yī)院餐飲的外包來說，是否能取得成功，就必須非常注重顧客的想法與感受。本文在回顧醫(yī)院餐飲外包的相關(guān)研究基礎(chǔ)上，根據(jù)消費者行為學(xué)中有關(guān)顧客滿意感的研究及理論，對醫(yī)院餐飲外包進行了顧客滿意度展調(diào)查。在研究方法中，筆者采取問卷法，對杭州天目山醫(yī)院50名醫(yī)院職工、病人抽樣調(diào)查，問卷內(nèi)容涉及價格感知、人員服務(wù)、餐廳設(shè)施、飯菜質(zhì)量等四方面進行調(diào)查。經(jīng)數(shù)據(jù)分析，得到以下主要結(jié)論。一、在食堂飯菜品質(zhì)滿意度中，食物的分量和口味較為重要。二、在價格感知中，葷菜的價格在消費者心目中占較重位置。三、在食堂餐廳設(shè)施的滿意度調(diào)查中，關(guān)于飯菜窗口的滿意度占較重要位置。四、在人員服務(wù)中，服務(wù)人員的態(tài)度和著裝占據(jù)較重要位置。在結(jié)論的基礎(chǔ)上，提出提升醫(yī)院餐飲外包中顧客滿意度的建議和措施。
關(guān)鍵詞：餐飲、外包、醫(yī)院、顧客滿意度

ABSTRACT
 People regard food as their prime want, catering is an important logistic service department of hospital, Hospital catering outsourcing has many advantages, but there are also many problems. Customer satisfaction is the focus of present research, assessment of hospital, whether the outsourcing catering to succeed, we must pay great attention   to customer's thoughts and feelings, This artical reviewed research hospital catering outsourcing based on the consumer behavior in the sense of customer satisfaction research and theory on hospital catering development outsourcing customer satisfaction survey conducted. In research methods, the author adopted the questionnaire method, 50 hospitals in Hangzhou Tianmushan hospital staff, patient sample, the questionnaire, price perception, personnel services, dining facilities, food quality in four areas to investigate. After data analysis, the following main conclusions. First, satisfaction with canteen food quality, quantity and taste of food is more important. Second, the price perception in the price of meat dishes and heavier in the minds of consumers account for location. Third, in the cafeteria dining facilities, satisfaction survey, satisfaction with the window on food accounted for more important position. Fourth, the staff service, staff attitude and dress than occupy an important position. In conclusion, based on the proposed outsourcing of food to enhance the hospital's proposals and measures customer satisfaction.
KEYWORDS：Catering, Outsourcing, Hospital，Satisfaction