ABSTRACT Customer Satisfaction Index (CSI) is widely applicable. It can be used by many industries including all kinds of providers of products and services. Every industry has their own customer and thus research on the CSI is an important job in order to understand the public acceptance of the enterprise. Therefore, CSI is to find a way to improve the competitiveness of the enterprise. The medical service provider is of no exception. The customer this time is the patient. The satisfaction level of the patient can reflect their view on the quality of the service provided by the hospital. The research on CSI can determine the various factors that are affecting the satisfaction level of the patient. Of course, the final objective is to determine on the priority of the improvement work to be done in the future. This paper is to analyze the application of CSI to a product and service and then applying it into medical service provider. With a detailed research on different region of the medical service provider in Mainland China, Hong Kong and Singapore, this paper wish to recommend on how to improve the quality of the service made by the medical service provider of Macau. CSI is made from the view point of the customer and thus is an important managerial index for the medical service provider. According to 2 researches on CSI for a hospital in Macau, we can conclude that CSI is really a way to improve the quality of medical service. KEY WORDS: Customer Satisfaction Index, CSI, Macau's medical service provider, patient right

摘 要 顧客滿意度的調查應用是非常廣泛的，幾乎適用於所有行業，包括產品或服務業，因為每項產品或服務的提供者都會有自己的顧客，而調查顧客的滿意度成為不可缺少的工作，以便了解企業本身的公眾認受性，從而找到提昇競爭力的方法。 在醫療服務業亦不例外。醫療服務的顧客為病人，病人的滿意度不僅可以了解病人對醫院服務品質的看法，同時亦能探討到影響病人知覺感受的不同因素，最後提供到優質服務改進的優先順序。 本文通過對產品或服務業的滿意度的回顧，以此借鑑到醫療服務的滿意度調查，透過搜集中國內地、香港、新加坡有關的醫療服務滿意度的比較資料，探討如何提升澳門醫療的服務品質，以滿足病人需求，減少醫療糾紛，同時提高醫療質量和服務水平來務求持續改進的發展業績。 顧客滿意度在從顧客角度出發，啟發出醫療機構亦需按病人的需要，以致其滿意度成為醫療機構一個重要的管理指標。 根據澳門某醫院在不同時期的滿意度調查，可以看出滿意的調查的確能夠做到改善服務的引路明燈。 關鍵字：顧客滿意度，滿意度，澳門醫療機構，病人權益