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    題名: 臺北巿某醫學中心服務品質與滿意度關係之研究
    其他題名: The correlation between quality of services and satisfaction of customers at a medical center in municipal Taipei
    作者: 高淑芳;Kao, Shu-fang
    貢獻者: 淡江大學全球華商經營管理數位學習碩士在職專班
    蕭峯雄;Shiau, Feng-shiong
    關鍵詞: 醫學中心;服務品質;滿意度;醫療品質;Medical Center;Service Quality;Customers Satisfaction;Quality of health
    日期: 2009
    上傳時間: 2010-01-10 23:04:15 (UTC+8)
    摘要: 全民健康保險的實施,強化了醫療利用的可近性,同時也帶來醫療費用的激增,加上社會快速變遷,公共衛生水準的提升與醫療科技的進步,疾病型態別於往日;而教育水準提高,民眾意識抬高,醫療的照顧逐漸由被動的接受轉為主動的選擇與要求,也造成各醫療院所之間的競爭,醫學中心亦無可避免。因此,注重醫院服務品質,關心就診者的滿意度,成了醫院行銷上重要的考量。本研究以北巿某一醫學中心為對象,以服務品質、滿意度來探討醫院與就診者之間關係。
      本研究以整合「Non-Difference」與「SERVPERF」的服務品質量表為研究衡量工具,以本醫學中心門診就診者為樣本,進行問卷調查,並透過 SPSS 統計軟體程序作資料分析,以瞭解就診民眾:
    一、對服務品質中的五個構面(有形性、信賴性、回應性、保證性、關懷性)、二十二項服務屬性的重視度、實際感受與期望水準間之比較。
    二、對於醫院整體評價、回診意願及主動推薦親朋好友間之關係。
    研究發現:
    一、就診民眾對本醫院中心五個構面、二十二項服務品質績效認知水準,大多數屬於「普通」(3分)至「滿意」(4分)之間,顯見服務品質可再行加強,尤其是「關懷性」構面之重視度及實際感受與期望水準差異較大,對於如何設法讓就診病患達到「感動服務」,則為醫院管理當局應加強努力之目標。
    二、不同屬性之就診民眾群,對本醫學中心所提供五個構面、二十二項服務品質屬性重視度、實際感受與期望水準呈現顯著差異。建議醫院管理當局積極改善負面評價的服務項目(如:準時執行承諾、醫院服務時間符合需求…),才能維持其競爭優勢。
    Medical care in Taiwan has become more accessible since the implementation of the National Health Insurance in 1995. However, medical costs have also increased dramatically due to this development. With the rapid changes in the Taiwanese society and the improved standards of public health, the way people look at diseases has become very much different from the past. As the people of Taiwan become better educated and more aware of their needs, they will seek for better health care more actively, instead of just passively accept the treatments. The competition between the health care providers intensifies; even the medical centers are without exception. Hence, the quality of health care and customer’s satisfaction has become important considerations in managing a hospital.
    This study aims at relationship between the quality of services the clinics and patient’s satisfaction in the medical center in Municipal Taipei.
    This study adopted Non-difference and SERVPERF service quality graph as the tool. Patients of the involved medical center were asked to fill out a questionnaire designed to compare the importance the five dimensions of the tangibility, reliability, responsiveness, assurance, and empathy between their expectations and their actual feelings. This was done to get a general feel of the patients’ overall appraisal of the clinic, their willingness to come back, and whether or not they would recommend treatment at the same hospital to their close relatives or friends.

    And the results and conclusions are:

    1. With regards to quality of health care, most patients only rated it as “fairly satisfactory”, The differences between the expected and the actual care the patients have are so great that it is obvious the quality of services has to be improved, How to offer “touchable services” for the patients are really urgent for the medical center right now.

    2. About the quality of health care, the patients from different backgrounds showed different results in comparison between expectations and actual feelings. In order to maintain its competency, the medical center has to take some measures to correct these unsatisfactory items reviewed by the patients.
    顯示於類別:[全球華商經營管理數位學習碩士在職專班] 學位論文

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