醫療服務品質、病患滿意度與病患忠誠度關連性之實證研究－以高高屏地區區域教學醫院為例

An Empirical Study of the Relationship among Medical Service Quality, Patients Satisfaction and Patients loyalty-the Case of Regional Teaching Hospitals in the Greater Kaohsiung Pintung Area

魏文欽(Wen-Chin Wei) ； 扈克傑(Ke-Chieh Hu)

《International Journal of Lisrel》 1卷2期 (2008/08) Pp. 25-48

https://doi.org/10.30063/IJL.200808.0002

摘要

由於醫療產業競爭白熱化，醫病關係已不再是單方面且被動地接受業者給予的服務，消費者逐漸以主動積極的方式尋求合適且可信任的醫療服務。因此，業者必須充分瞭解病患實際需求，才能獲得最佳滿意度。近來，有關醫療紛爭時有所聞，本研究希藉問卷調查方式，探討病患在就醫過程中對醫院各項服務之滿意度，做為醫院改善及提昇競爭力之重要參考。
經相關分析後發現醫療服務品質、病患滿意度與病患忠誠度各構面間均呈顯著相關；線性結構關係模式(LISREL)分析結果，明確驗證病患滿意度於醫療服務品質與病患忠誠度之間，具有顯著中介效果。

關鍵字

服務品質 ； 滿意度 ； 忠誠度

並列摘要

As a result of the medical industry competition superheating, treats an illness is not an one-way passive service accepted from the medical industry. Gradually, the consumers seek for appropriate and credible medical service in positive and active ways. Therefore, industry must fully understand the patient actual demand to obtain the best satisfaction from patients. Recently, some related medical dispute is heard, this research approach adopts the investigation method of questionnaire to analysis the patient satisfaction on each services of hospitals provided. The findings are an important reference for hospitals in hospital improvement and strengthened competition.
The findings after correlated analysis discovered these aspects between medical service quality, patient satisfaction and patient loyalty reveal remarkable correlation. The result of the analysis by utilizing the method of Linear Structural Relations (LISREL) proves the remarkable intermediary effect between medical service quality and patient loyalty.

並列關鍵字

service quality ； satisfaction ； loyalty