• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>International Journal of Business and Management >The Flower of Service Concept and Its Influence on the Customer Satisfaction: Case Study of Jordanian Private Hospitals Sector
【24h】

The Flower of Service Concept and Its Influence on the Customer Satisfaction: Case Study of Jordanian Private Hospitals Sector

机译：服务理念之花及其对客户满意度的影响：约旦私立医院部门的案例研究

获取原文
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Service and service quality is becoming the hottest topics within the institutions and organizations that present services to their customers regardless of their orientation and field of interest. Generally speaking, services appear as core services which are the basic benefit that a customer gets from purchasing a certain item/service and supplementary services which are the non-routine services that follow the process of acquiring the item/service. Through the literature there appeared an interest in caring for the level of core services on the expense of supplementary services. In that sense, the current study aimed at examining the influence of 'flower of service' dimensions–as supplementary service dimensions-on customer satisfaction within the private hospitals and healthcare givers in Jordan. The sample of the study consisted of (431) individuals who are benefiting from services of private hospitals. A self-administered questionnaire was distributed on the sample which consisted of questions regarding the service quality within the private hospitals in Jordan based on the dimensions of 'flower of service'. The results of the study indicated that the dimensions of the flower of services appeared to be influential on the satisfaction of customers which included (Information, Order Taking, Consultation, Hospitality, Billing Payment) while two dimensions were found to be not influential (Exception , Safe Keeping). It was recommended through the study that the management should increase the awareness among its employees of the difference between the supplementary service and the core service and how each one of them is important in its own way. In addition to that, there should be extra care about the importance of service quality which can take place through the awareness that can be spread through the quality control department. Also, it was recommended that –based on respondents' opinion – to increase the level of hospitality within the private hospitals and present more effective payment solutions for patients and their families considering that a person is mainly waiting to be charged in accordance with the service that they get.
机译：服务和服务质量正在成为向客户提供服务的机构和组织中最热门的话题，无论他们的方向和兴趣领域如何。一般而言，服务表现为核心服务，这是客户从购买某项商品/服务中获得的基本好处，而补充服务是跟随获取项/服务过程的非常规服务。通过文献，人们有兴趣以补充服务为代价来关注核心服务的水平。从这个意义上讲，当前的研究旨在检验“服务之花”维度（作为补充服务维度）对约旦私立医院和医疗服务提供者的客户满意度的影响。该研究的样本包括（431）个人，他们从私人医院的服务中受益。在样本上分发了一份自我管理的调查表，其中包括有关“服务之花”的维度的约旦私立医院服务质量的问题。研究结果表明，服务之花的维度似乎对客户满意度有影响，其中包括（信息，订单接受，咨询，接待，开票付款），而两个维度却没有影响（例外，安全保管）。通过该研究建议，管理层应提高员工对补充服务和核心服务之间的区别以及它们各自如何以自己的方式发挥重要作用的认识。除此之外，还应特别注意服务质量的重要性，这可以通过质量控制部门传播的意识来实现。此外，还建议根据受访者的意见，考虑到主要是等待某人根据其服务的收费情况，提高私家医院内的接待水平，并为患者及其家人提供更有效的付款解决方案。他们得到。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号