摘要
目的:提高消费者对医院药房服务的满意度。方法:设计医院药房服务满意度量表,采用便利抽样法对西安市550名普通消费者进行问卷调查,通过计算Cronbach'salpha系数和稳定系数对量表进行信度分析,运用t检验和单因子变异数分析探讨消费者人口学因素对满意度的影响。结果:回收有效问卷345份,有效回收率为62. 7 % ;Cronbach'salpha系数为0 .7503 ;消费者的综合满意度得分为2. 81 ,不同文化程度的消费者的满意度之间有显著性差异。结论:消费者对目前医院药房服务的总体表现不满意,不满意主要集中在一些非技术性服务如药品价格、药师的服务态度和职业道德等方面。医院药房有必要采取应对措施以提高消费者的满意度。
OBJECTIVE:To enhance consumers'satisfaction with the hospital pharmacy services.METHODS:Patient satisfaction measuring tables were designed before being given to550common consumers who were investigated through questionnaire by convenient sampling method.The reliability of the measuring tables was evaluated by calculating Cronbach's alpha coefficient and margin of stability.t test and single factor analysis of variance(ANOVA)were used to analyze the effects of demographic factors on degree of satisfaction.RESULTS:345questionnaires have been recovered with the effective recovery rate at62.7%;the Cronbach'a alpha coefficient was0.7503.The consumers'average satisfaction score was2.81.There were significant differences among consumers with different educational level.CONCLUSION:Generally speaking,the consumers are not satisfied with the current hospital pharmacy services.The dissatisfaction were mainly centralized in some non-technical services such as drug prices,service quality and professional ethics,etc.of pharmacists.It is necessary for hospital pharmacy to take some coping measures to increase consumers'satisfaction with pharmacy services.
出处
《中国药房》
CAS
CSCD
北大核心
2005年第7期506-508,共3页
China Pharmacy
关键词
消费者
医院药房
服务
满意度
调查
Consumer
Hospital pharmacy
Services
Degree of satisfaction
Investigation
