Customer satisfaction to service of vaccination clinics in Ji'ning

ObjectiveTo understand customer satisfaction to the service of vaccination clinics for improving immune planning strategy.MethodsRandom cluster sampling was used and 667 parents from 5 communities of Ji'ning were surveyed with a self-designed questionnaire.ResultsAmong the participants, 60.8% considered the vaccination service as good, 33.3% as not bad and 5.9% of the participants were unsatisfied to the service.The results of polytomous logistic regression on ordinal response displayed that variables which affecteded customer satisfaction were sanitation status of vaccination clinics (OR=2.74),the respect of clinic staffs to customer(OR=2.67),the skill of doctors and nurses (OR=2.64),medical knowledge of doctors and nurses (OR=2.15),the introduction of vaccination relevant knowledge (OR=1.76),the method of notice (OR=1.71),whether to conduct examination before inoculation (OR=1.55) and whether to rem ind key points after inoculation (OR=1.52).ConclusionThe customer satisfaction to service of vaccination clinicis related to technical skills, service mode and quality of doctors and nurses and closely related to environmental factors and psvchological state of the customers.