中文摘要：

目的：探究医务人员内部顾客导向感知、满意度及忠诚度现状,为医院提高运营效率提供有价值的线索.方法：对188名来自四川省21个地市的医院员工进行问卷调查.结果：四川省医务人员内部顾客导向感知、满意度以及忠诚度一般；正式鳊制的医务人员内部顾客导向感知显著高于非正式编制的医务人员；内部顾客导向对医务人员的满意度和忠诚度均有显著正向作用.结论：医院应该实现内部顾客理念化、满意测评持续化、部门合作客户化、管理制度人性化、内部服务细分化.

英文摘要：

Objective To explore the status of medical staffs＇ internal customer orientation perception, satisfaction and loyal- ty,and provide basis for improving efficiency of hospital operation. Methods 188 cases of medical staffs from 21 cities in Sichuan Province were surveyed with questionnaires. Results The status of medical staffs＇ internal customer orientation perception, satisfaction and loyalty was general in Sichuan Province. In which the regular employees had significantly higher internal customer orientation perception than non-permanent employees. The internal customer orientation had positive effect on the medical staffs＇ satisfaction and loyalty. Conclusion Hospitals should improve the quality of medical service by popularizing the internal customer concept, continuing to evaluate staffs＇ satisfaction, keeping department cooperation customization, making humanized management system, and subdividing the internal service.