中文摘要：

目的探讨采血机构服务质量和献血满意度间的相关性。方法应用采血机构服务质量量表和献血满意度量表对武汉市900名献血者进行问卷调查并获得564份有效样本。结果采血机构服务质量得分为3.854±0.695,献血者整体满意度得分为3.919±0.755,均呈中上水平;回归分析显示,服务质量5个维度：有形性、可靠性、反应性、保证性和关怀性均对献血者整体满意度有正向影响,服务态度满意对整体满意度的影响较大。结论建议采血机构有针对性地提高服务质量,重塑积极的服务态度,制定个性化的献血者营销策略,从而提高献血满意度。

英文摘要：

Objective To explore the correlation between the service quality of blood collection agencies and donors sat- isfaction. Methods Using service quality scale of blood collection agencies and donors satisfaction scale, a questionnaire survey was conducted on 900 blood donors and 564 valid samples were gotten in Wuhan. Results The score of blood collection service quality was 3. 854 ± 0. 695, and the score of donors overall satisfaction was 3. 919 ± 0.755, which were above the average level. Regression analysis showed the five dimensions of service quality （tangibility, reliability, reactivity, assurance and caring） had a positive effect on donor satisfaction. And especially, attitude satisfaction had a greater impact on overall satisfaction. Conclusion Blood collection agencies are recommended to improve service quality pertinently, rebuild positive service attitude, as well as formulate personalized marketing strategy for donors. Through the measures, donors satisfaction can be improved.