抄録
Objective: To improve customer service, we surveyed people who underwent annual Ningen Dock health check-ups.
Methods: A total of 129 subjects who visited the Department of General Medicine, National Center for Global Health and Medicine from February through March 2011 for annual Ningen Dock health check-ups were surveyed. Data were collected using a questionnaire that included the following items: satisfaction with hospitality, examination quality, waiting time, distance between examination rooms, facilities, meals, protection of privacy, fees, overall satisfaction, intention to revisit, and referring others. The responses were scored on a five-point Likert scale.
Results: In total, 119 subjects responded. Average scores for examination quality and satisfaction with hospitality were highest, while the score for fees was lowest. Multiple regression analysis showed that protection of privacy, satisfaction with hospitality, and examination quality were statistically associated with overall satisfaction. The correlation coefficient between the overall satisfaction score and intention to revisit was 0.470, which demonstrated that correlation was only present to a certain degree.
Conclusion: Protection of privacy, satisfaction with hospitality, and examination quality are factors important to customer satisfaction. Further improvements in these areas will be necessary to attract more customers. The significant correlation between the overall satisfaction score and intention to revisit suggests that improvements in customer satisfaction could increase the number of repeat customers.
