Zhao Ling
ABSTRACT
This study aimed to assess the correlation between the implementation of an Integrated Traditional Chinese and Western Medicine (ITCWM) Hospital’s business strategy and customer satisfaction in Cangzhou, Hebei Province, China. The study used survey data from 300 hospital staff members and 400 customers to analyze the relationship between the degree of strategic implementation and customer satisfaction. Correlation analysis showed a significant positive correlation between the degree of business strategy implementation and the level of customer satisfaction (p < 0.01). The research results indicate that hospitals can significantly enhance customer satisfaction through the implementation of research and development strategies, digital strategies, customer-oriented strategies, customer experience strategies, and employee engagement strategies. However, challenges such as a lack of enthusiasm and ability among employees for R&D, a shortage of big data composite talents, and poor customer experience have been identified. To improve customer satisfaction, the study suggests that ITCWM Hospital should grant employees more autonomy, encourage doctors and nurses to engage in research and development work, increase efforts to recruit high-level medical information talents, accurately improve the customer medical experience, and continuously promote the orderly development of various strategies.
Keywords:Business strategy, customer satisfaction, public hospitals, strategic implementation
https://doi.org/10.57180/olvb8673