| ABSTRACT | 第1-5页 |
| 摘要 | 第5-7页 |
| CONTENT | 第7-9页 |
| 1.Introduction | 第9-12页 |
| 2.Overview of Customer Satisfaction Theory | 第12-26页 |
| ·Term and Current Status of Customer Orientation | 第12-13页 |
| ·Definition of Customer Satisfaction | 第13-18页 |
| ·An Overview of Customer Satisfaction Models | 第18-23页 |
| ·Macro-models | 第19-21页 |
| ·Micro-models | 第21-23页 |
| ·An Overview of Customer Stisfaction in China | 第23-26页 |
| 3.Relationship between Customer Satisfaction and Profitability | 第26-42页 |
| ·Customer Satisfaction and Business Outcomes | 第27-28页 |
| ·Customer satisfaction, Loyalty, and Retention | 第28-30页 |
| ·Customer Satisfaction, Share, and Profitability | 第30-33页 |
| ·A Return on Quality Model | 第33-37页 |
| ·The ACSI Study | 第37-42页 |
| 4.An Overview of Chinese medical market | 第42-56页 |
| ·Development of the Not-For-Profit and For-Profit Hospitals in China | 第42-47页 |
| ·Review of Theories of Chinese Non-For-Profit Hospitals | 第44-47页 |
| ·Particularity of Patient in China | 第47-50页 |
| ·Patient is Customer | 第48-49页 |
| ·Particularity of Patient | 第49-50页 |
| ·Challenges Faced by Chinese Hospitals and Reaction from Government | 第50-53页 |
| ·Two Important Problems Faced by the Public Non-Profit Hospitals | 第53-56页 |
| 5.Quantitative Analysis | 第56-74页 |
| ·Quantitative Analysis of Relationship between "Customer" Satisfaction and Profitability | 第56-59页 |
| ·Quantitative Analysis of Methods to Improve Patient Satisfaction | 第59-74页 |
| ·Overview of Fuzzy Logic | 第60-62页 |
| ·Quantitative Analysis | 第62-68页 |
| ·Strategies to Improve Patient Satisfaction | 第68-74页 |
| 6.Conclusion | 第74-76页 |
| Acknowledgements | 第76-77页 |
| References | 第77-80页 |
| 东北财经大学研究生学位论文原创性声明 | 第80页 |
| 东北财经大学研究生学位论文使用授权书 | 第80页 |
