【摘要】 目的　了解计划免疫服务人群满意度 ,探索满意度调查在计划免疫服务质量管理中应用的适用性。方法　通过整群抽样 ,使用调查表对芜湖市区 1344名儿童家长 /监护人进行调查。结果　满意度分值及被调查人主观评分超过 80分者 ,分别为 80 .8%、97.9%。结论　芜湖市区计划免疫服务质量令人满意。顾客满意度调查是评价工作质量的很好参考。更多还原

【Abstract】 Objective In order to understand the customer satisfaction with Expanded Program on Immunization ( EPI ) service and explore the use of the customer satisfaction survey in quality management of EPI. Methods By cluster sample, a survey on EPI service satisfaction was conducted among 1344 children. Their parents or guardians were investigated with questionnaire. Results The response rate was 96.0%. In term of the 18 influence factors on the qestionnaire and the subjective total satisfaction score, more than 80.8%, 97.9% of the responsers reported high satisfaction with the EPI service. Conclusions The quality of EPI service in Wuhu city was good. Customer satisfaction survey was a valuable method to obtain feedback and continuous evaluation of service of EPI.更多还原