Customer Satisfaction in Medical Service Encounters-A Comparison between Obstetrics and Gynecology Patients and General Medical Patients

從服務接觸觀點探討一般科與婦產科之就醫滿意度

張景盛(Ching-Sheng Chang) ； 翁慧卿(Hui-Ching Weng) ； 張心馨(Hsin-Hsin Chang) ； 徐村和(Tsuen-Ho Hsu)

《The Journal of Nursing Research》 14卷1期 (2006/03) Pp. 9-23

摘要

本研究以「服務接觸」作為研究主題，並利用「服務接觸評估模式」來描述在服務接觸過程對影響顧客滿意之影響，藉此獲得管理及研究上的意涵，並提出建議。台灣地區由於全民健保的實行、經濟不斷的蓬勃發展，及國民教育水準持續的提昇，使得國人對於健康的重視以及醫療的需求與日俱增。就一般醫院而言，婦產科在就醫心情與許多方面均異於一般科，有鑑於此，本研究之研究對象為不同性質醫學中心的門診顧客，一般科取得590份有效問卷，婦產科取得339份有效問卷。經由因素分析萃取整體滿意度影響因子為「醫療人員」、「護理人員」、「服務人員」、以及「空間設備」四個影響因子，並經由線性結構關係模式(Linear structural Relation Model，LISREL)分析得知，對整體就醫滿意度而言，醫療人員、護理人員、服務人員、以及空間設備為有效預測整體就醫滿意度的預測因子。實證結果得知不論是一般科別或是婦產科別，均發現服務品質中，對醫療人員滿意的提昇，將會使整體滿意度提昇之幅度最大，而對服務人員滿意的提昇，使整體滿意度提昇之幅度為最小。

關鍵字

服務接觸 ； 病患滿意度 ； 服務接觸評估模式 ； 全民健保 ； 線性結構關係模式

並列摘要

This study is concerned with the ”service encounter”, and seeks to describe, by use of the Service Encounter Evaluation Model, how the processes involved in the service encounter affect customer satisfaction. Its findings have implications for management practice and research directions, and recommendations are made. With the implementation of a national health insurance scheme, an ever-prospering economy and continually improving educational levels in Taiwan, demand among citizens for good health and medical care is ever increasing. Obstetrics and gynecology patients often differ greatly from general patients, in terms of their moods and emotions. This research involved an empirical study, whose subjects were 590 customers of general clinics and 339 customers of gynecology clinics, in various medical centers in southern Taiwan. By factor analysis, the study established four influencing factors, which were ”Medical professionals”, ”Nursing professionals”, ”Service personnel” and ”Space and facilities”. Using the Linear Structural Relation Model (LISREL), it found that medical professionals, nursing professionals, service personnel and space and facilities were effective predictors of medical treatment satisfaction. We also found that the greatest positive impact on overall medical treatment satisfaction resulted from rises in satisfaction with medical professionals, but that the least impact was achieved in relation to service personnel in the general and gynecology clinics.

並列關鍵字

service encounter ； patient satisfaction ； Service Encounter Evaluation Model ； national health insurance ； Linear Structural Relation Model LISREL

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