An Exploratory Study in the Relationship between Outpatient Satisfaction with Service Attitudes and Health Care Providers' Job Satisfaction in Taipei Public Hospitals

Huey-Ming Tzeng ； Chiang-Hsing Yang

《Asia Pacific Management Review》 10卷1期 (2005/02) Pp. 17-28

https://doi.org/10.6126/APMR.2005.10.1.03

並列摘要

This study investigated the relationships among health care providers' perceptions toward their jobs and outpatient satisfaction. This quantitative project was conducted in 10 Taipei public hospitals in Taipei, Taiwan, including 312 patient and 2507 health care providers. The correlation and ordinal logistic regression analyses showed that if outpatients were more satisfied with the service attitudes of nurses, pharmacists and medical technicians, they were also more satisfied with a hospital's overall service attitudes. If outpatients were more satisfied with providers' (except medical technicians) service attitudes, and physicians were more satisfied with their jobs overall, patients reported that they would be more willing to use Taipei public hospitals again personally. If outpatients were more satisfied with nurses' service attitudes, they also reported being more willing to recommend Taipei public hospitals to friends/family members. Results partially confirmed the hypothetical relationships among professional health care providers' perceptions toward their jobs and outpatient satisfaction.

並列關鍵字

Patient satisfaction ； Outpatient ； Service attitudes ； Health care providers ； Public hospital

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