CAJ | 학술논문

目的了解审批服务满意度,探讨审批服务效能评估.方法设计满意度问卷表,随机选择2013年医护人员执业申办人员为问卷对象,分组进行电话和现场问卷,使用R语言进行数据处理和分析.结果申办资料信息多途径获得,主渠道明显.各组综合满意度均在80%以上.除审批服务公开指标外,其他指标满意度现场问卷均高于电话问卷.除承诺服务限时办结指标外,其他指标综合满意度均在85%以上.电话、现场问卷认为承诺时限合理分别为68.44%、69.12%,差异无统计学意义(χ 2=1.169,P=0.7605,p>0.05).现场问卷4日内取证占65.44%,其中现场办结率11.76%,均高于电话问卷2倍以上,差异有统计学意义(χ 2=53.45,P=2.472e-12,p<0.01).结论申办人员认可、满意现行优化审批服务效能措施,审批服务模式基本切合实际,但有更高的期待.
목적 료해심비복무만의도,탐토심비복무효능평고.방법 설계만의도문권표,수궤선택2013년의호인원집업신판인원위문권대상,분조진행전화화현장문권,사용R어언진행수거처리화분석.결과 신판자료신식다도경획득,주거도명현.각조종합만의도균재80%이상.제심비복무공개지표외,기타지표만의도현장문권균고우전화문권.제승낙복무한시판결지표외,기타지표종합만의도균재85%이상.전화、현장문권인위승낙시한합리분별위68.44%、69.12%,차이무통계학의의(χ 2=1.169,P=0.7605,p>0.05).현장문권4일내취증점65.44%,기중현장판결솔11.76%,균고우전화문권2배이상,차이유통계학의의(χ 2=53.45,P=2.472e-12,p<0.01).결론 신판인원인가、만의현행우화심비복무효능조시,심비복무모식기본절합실제,단유경고적기대.
Objective To understand approval service satisfaction and explore the effectiveness evaluation. Methods The satisfaction questionnaire was designed. The sample was randomly chosen by hosting staffs handling practice License for doctors and nurses were telephoned interview and were filled in the questionnaire at the window in 2013. The data was processed and analyzed by using the r language. Results Application forms were acquired by multi-channel and acquired clearly by main-channel. Overall the satisfaction of each group was more than 80%. Except for the indicators on approval service information for public, the indicators of the satisfaction survey at the window were higher than the telephoned sur?vey. Except for promised service, other the indicators of satisfaction were over 85%.The promised service were surveyed by the telephoned and the window were the 68.44%and 69.12%respectively(χ 2=1.169,P=0.7605,P>0.05). Evidence within the window and in 4days 65.44%, first day 11.76%were higher than a the telephoned survey more than twice times (χ 2=53.45,P=2.472e-12, P<0.01). Conclusion The current optimization measures efficiency of the approval services were satisfied by the hosting staffs. The approval service mode was corresponded with reality needs. There are higher expec?tations.