Analysis of Customer Satisfaction: the Change in Recent One Year and the Factors Related to the Preference to Our Center for Next Visit
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概要
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To inquire the assessment of our checkup services by our customers, we performed questionnaire surveys. The first survey was performed one year after our move to a new building. The main aim of the first survey was how our new services were accepted to our customers. After one year, customers of checkup service were increased to 1.7 times. To assess the effect of the increase in customers, we surveyed the same questionnaire. Customers were asked to fill out a sheet of questionnaire after completion of checkup services. The points of the manner were high in all departments from reception to medical examinations (the sum of'excellent' and'good' amounted 87-99%), although the 'excellent' points were reduced by 12% in general in the second survey as compared with the first one. The assessment of 'waiting time during checkup service' worsened in the second survey ; the sum of 'short' and 'appropriate' accounted 78% in the first survey and 67% in the second survey. The strong preference to our checkup center for next visit was decreased from 61 to 55%. We analyzed what factors were related to the preference to our center. All variables except 'an introducer to our checkup center' and 'uneasiness for examinations' were related to the preference. Repeated visitors, male, older age, and the one who reserved by himself were positive effecters. As for variables of checkup center, better manner and shorter waiting time affected positively. On the multivariate analysis, the main effecters on the preference to our center were 'number of visit' and'waiting time during checkup'. As for women, examination manner of surgeon was the strongest effecter.
- 一般社団法人 日本総合健診医学会の論文
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