微医集团互联网诊疗平台为客户（患者）提供方便、快捷的优质在线诊疗服务，客户服务的满意度是平台存在和发展的基础，也成为了医疗服务企业的核心竞争力。然而，随着人们健康需求的多元化、知识水平提高、技术条件改变等客观原因，客户对服务质量的要求也越来越高，这就需要不断提升企业的客户满意度，成为企业管理者必须研究的重大问题。因此，持续研究在线诊疗平台的客户服务满意度，增加客户线上远程医疗服务需求量，提升微医集团品牌影响力具有重要的现实意义。

本研究通过文献研究梳理国内外互联网医疗、线上诊疗、远程会诊、服务满意度等相关研究现状；对微医集团实地调研，搜集一手材料；又结合满意度管理理论，再借鉴其他患者满意度调查量表，设计了微医在线问诊客户满意度调查量表，对平台现有客户采用一对一问卷调查，汇总数据，做相关性分析。本研究一共包括五个内容：一、阐述本研究的背景、意义、主要内容和使用方法，梳理国内外研究情况；二、介绍客户满意度的相关理论和测评指数，以理论为基础开展本研究；三、微医集团和微医在线诊疗平台的简要介绍，及微医集团SWOT分析，全方位了解企业的发展情况；四、通过问卷调查、数据分析，找出影响客户满意度的原因，并进行分析；五、运用所学的管理学理论，有针对性地制定提升线上客户满意度的方案，意在全面提高企业竞争力。

通过研究得出结论：1．标准化回归系数β从高到低排序发现，最高的是诊疗技术，最低的是医疗质量。2．调查二级指标医疗质量、服务态度、医德医风、诊疗工具都对整体满意度具有相关性影响。3．通过线性回归分析了解四项二级指标的测评，都对整体客户满意度具有正向影响关系。在以后的实际工作中建议：深化满意度体系建设；明确线上诊疗服务改进思路，工作中抓落实；不断改进满意度管理工作；持续改进流程，巩固客户满意的成效。

本研究虽然已经完成，但是还存在一些不足之处，值得后面的研究者不断深化研究，可从绩效与患者满意度的关系方面做研究，或者根据不同科室的情况做满意度研究。只有不断提高患者满意度，不但可以提高企业的竞争力，还是推动国家医疗卫生改革的关键所在。

The WeDoctor Group's Internet diagnosis and treatment platform provides customers (patients) with convenient and fast high-quality online diagnosis and treatment services. Customer service satisfaction is the foundation for the existence and development of the platform and has become the core competitiveness of medical service companies. However, with the diversification of people's health needs, the improvement of knowledge level, the change of technical conditions and other objective reasons, customers have higher and higher requirements for service quality. This requires continuous improvement of the company’s customer satisfaction, and becoming a corporate manager must Significant issues for research. Therefore, continuing to study the customer service satisfaction of online diagnosis and treatment platforms, increase customer demand for online telemedicine services, and enhance the brand influence of WeDoctor Group has important practical significance.

This research is carried out using literature analysis method, field research method and questionnaire survey method. Sort out domestic and international Internet medical treatment, online diagnosis and treatment, remote consultation, service satisfaction and other related research results, conduct field research on WeDoctor Group, and accumulate a large amount of first-hand materials. Using the theory of satisfaction management, and then drawing on other patient satisfaction survey scales, we designed the WeDoctor online consultation customer satisfaction survey scale, using one-to-one questionnaire surveys for existing customers on the platform, collecting data, and doing correlation analysis. This research includes five contents: 1. Explain the background, significance, main content and use method of this research, and sort out the research situation at home and abroad; 2. Introduce the relevant theories and evaluation indexes of customer satisfaction, and carry out this research on the basis of theory 3. A brief introduction of WeDoctor Group and WeDoctor’s online diagnosis and treatment platform, and WeDoctor’s SWOT analysis, to understand the development of the company in an all-round way; 4. Find out the reasons that affect customer satisfaction through questionnaire surveys and data analysis, and Analyze; Fifth, use the management theory learned to formulate targeted solutions to improve online customer satisfaction, which is intended to comprehensively improve the competitiveness of the company.

Draw conclusions through research:1. The standardized regression coefficient β is sorted from high to low, and it is found that the highest is the diagnosis and treatment technology, and the lowest is the medical quality. 2. The survey of secondary indicators of medical quality, service attitudes, medical ethics, medical ethics, and diagnosis and treatment tools all have a relevance effect on overall satisfaction. 3. Through linear regression analysis to understand the evaluation of the four secondary indicators, all have a positive impact on the overall customer satisfaction. In the actual work in the future, it is recommended to deepen the construction of the satisfaction system; clarify the improvement ideas of online diagnosis and treatment services and implement them in the work; continuously improve the satisfaction management work; continuously improve the process to consolidate the effectiveness of customer satisfaction.Although this research has been completed, there are still some shortcomings, which are worthy of continuous deepening of the research by subsequent researchers. Continuously improving patient satisfaction is not only to improve the competitiveness of enterprises, but also the key to promoting the national medical and health reform.