醫療服務品質與病人滿意度之相關性

Relationship between Health Service Quality and Patient Satisfaction

王嵩竑(Song-Hong Wang)

《北市醫學雜誌》 5卷6期 (2008/12) Pp. 582-592

https://doi.org/10.6200/TCMJ.2008.5.6.03

摘要

目的：由於國內醫療產業相關實證卻缺乏，故本研究擬探討服務品質、病人滿意度、與推薦之因果關係。方法：引用國外學者依PZB模式所發展出之住院醫院服務品質SERVPERF問卷加以修正，並對台灣地區中北部七家地區等級醫院之住院病人進行量測，共發出問卷510份，回收有效問卷252份，以結構方程式模式進行資料分析。結果：服務品質各構面平均分數高低依序則為：可靠性(4.03)、保證性(3.96)、有形性(3.94)､關懷性(3.91)、反應性(3.81)；住院病人滿意度平均分數3.95；推薦意願平均分數3.89。結論：PZB服務品質五構面影響樣本醫院住院服務品質；住院服務品質對病人滿意度有直接效果，病人滿意度對推薦意願有直接效果；而務品質對推薦意願僅具間接（透過病人滿意度）效果。

關鍵字

服務品質 ； 顧客滿意度 ； 病人滿意度 ； 推薦意願 ； 結構方程式模式

並列摘要

Background and Purpose: Since related researches in Taiwan medical territory is very less, this study wanted to explores the relationship between service quality, patient satisfaction, and recommend. Methods: A total 252 SERVPERF questionnaires were delivered to inpatients in seven Taiwan local community hospitals, and 252 effective questionnaires were returned. Then we used structural equation modeling technique to analysis the data. Result: Five quality dimensions average were in the following order: reliability (4.03), assurance (3.96), tangible (3.94), empathy (3.91), and responsiveness (3.81). Inpatient satisfaction grade-point average was 3.95, and recommendation was 3.89. Conclusion: All of the five dimensions of PZB service quality affect inpatient service quality, service quality has direct influence to inpatient satisfaction, inpatient satisfaction also has direct influence to recommendation, and service quality has indirect influence (through satisfaction) to recommendation.

並列關鍵字

service quality ； customer satisfaction ； patient satisfaction ； recommendation ； structural equation modeling SEM