在当今社会的发展背景下，整形美容手术以其独特的艺术和技术结合的特性，不断引领和推动着整形美容行业的发展和进步。Z医院是中国最早的集医疗、教学、科研为一体的整形外科专科中心，近年来，随着医疗美容市场竞争的日益加剧，以及医疗美容顾客对于服务质量要求的不断提高，Z医院面临顾客投诉抱怨量增长、顾客转化率低而手术取消率高、以及业绩贡献与费用增长不匹配三大挑战。

顾客满意度作为衡量顾客对医疗美容服务的满意程度和体验的指标，可以帮助医院了解顾客的需求、期望和偏好。通过深入研究顾客满意度，Z医院可以识别出导致不满和投诉的关键问题，探索顾客在就诊过程中的体验和感受、需求和痛点，帮助医院改进就医流程，并提高手术转化率，了解顾客对体形雕塑手术费用的感知和价值认知等，从而应对以上挑战，并实现高速、高质量的发展目标。

鉴于此，本研究立足可视范围内的理论基础与客观事实，对Z医院体形雕塑业务顾客的满意度度展开研究，具体研究思路为：基于顾客满意度理论、顾客满意指数经典模型、医疗领域顾客满意度的研究进展，借助美国顾客满意度指数模型（ACSI），以“文献评述-模型构建-实证分析”为研究路线，通过文献理论，探析医疗顾客满意度的概念与外延，析取Z医院体形雕塑业务顾客满意度的可能影响因素，并构建理论模型，基于实证分析的研究结果，提出Z医院体形雕塑业务顾客满意度提升策略。

研究表明：Z医院在管理方面存在期望管理不足、服务质量不一致、顾客价值感知存在差异、沟通有效性低、顾客关系管理薄弱等问题。最后，针对以上问题，提出针对性策略：加强期望管理、服务标准化与个性化、增强价值感知、提升沟通效率、加强顾客关系管理。

Amidst the evolving landscape of contemporary society, cosmetic surgery, characterized by its unique amalgamation of artistry and technique, continually steers and propels the progress and advancement of the plastic and aesthetic surgery industry. Z Hospital, one of China's pioneering institutions combining medical care, education, and research in plastic and cosmetic surgery, has in recent years encountered escalating market competition and surging expectations for higher service quality from cosmetic surgery clients. These dynamics have forced Z Hospital into facing a triad of tough challenges: a mounting volume of customer complaints, a dwindling patient conversion rate juxtaposed with an elevated surgery cancellation rate, and a disconnect between the contribution to performance and the growth in expenses.

Customer satisfaction serves as an essential gauge for assessing patients' contentment and experience with medical aesthetic services, providing hospitals with invaluable insights into patients' needs, expectations, and preferences. Through a meticulous examination of customer satisfaction metrics, Z Hospital can pinpoint critical issues that lead to dissatisfaction and complaints. This exploration delves into patients' experiences, needs, and sore points throughout their medical experience, thereby facilitating the hospital's enhancement of the medical process and boosting surgical conversion rates. Furthermore, understanding patients' perceptions of the costs and value associated with body contouring surgery enables the hospital to confront the above-mentioned challenges, propelling it towards its aspirations of rapid and high-quality development.
     In light of this, the study is founded on the theoretical basis and factual evidence to investigate the customer satisfaction regarding body contouring at Z Hospital. The specific research idea entails: leveraging customer satisfaction theories, the classical Customer Satisfaction Index model, and advancements in the study of customer satisfaction within the medical field, with assistance from the American Customer Satisfaction Index (ACSI). Adopting a "literature review - model construction - empirical analysis" approach, the research probes into the concept and scope of medical customer satisfaction, identifies potential factors influencing the satisfaction of body contouring customers at Z Hospital, and formulates a theoretical model. Drawing on the results of empirical analysis, the study proposes strategies to enhance the satisfaction of body sculpting customers at Z Hospital.

The study indicates that Z Hospital faces several management issues, including insufficient expectation management, inconsistency in service quality, disparity in customer value perception, divided customer loyalty, inadequate handling of complaints and disputes, low communication effectiveness, and weak customer relationship management. Finally, in response to these issues, targeted strategies are proposed: strengthen expectation management, standardized and personalized services, enhance value perception, improve communication efficiency, and reinforce customer relationship management.