並列摘要
Taiwan's recent developments in the field of medical knowledge and expertise have gradually increased the competition in the medical market. After the introduction of the National Health Insurance, medical quality has become a commonly debated subject. This research tries to establish the model of ”hospital inpatients service quality” to improve service quality and consumer satisfaction and to increase the interaction between hospital staff and the consumer. Our research discovered that the perception of inpatients toward service quality is lower than expected (negative gap) with some differences among hospitals and departments. The perception of service quality of inpatients is higher than that of the hospital staff (positive gap), except for one case: the secrecy of inpatients medical records; with some differences among hospitals.
被引用紀錄
延伸閱讀
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