醫學影像部服務品質之研究

近年來，國人醫療認知水平上升，對於醫療服務品質要求逐日增加，且因新冠疫情影響，醫療量能捉襟見肘，在有限的資源下保持良好的醫療服務品質顯得尤為重要。本研究以中部某區域教學醫院醫學影像部門為例。問卷內容包含以PZB模式及參考服務品質量表（SERVQUAL）的五個構面（有形性、可靠性、反應性、保證性及關懷性）建構之滿意度、重視度量表與基本資料等三個部份。研究結果顯示，由缺口分析發現受試者在接受醫學影像服務前的重視度以保證性為首、反應性最後，而接受服務後則以同理性為首、有形性最後。每個構面皆有顯著差異的服務品質指標。可靠性構面的期望落差有最大負值（-0.24），代表醫療人員的專業水平給予受試者及其家屬最良好的服務體驗，但也在同一構面中有最大正值（0.26），意味著雖然醫療人員的專業水平足夠，卻沒有適當的表達方式，令受試者的體驗有所落差。而最多期望落差負值的構面為同理性，代表受檢者感受到醫療人員適當且禮貌的關心。另外，重要性－績效分析法（Importance-Performance Analysis, IPA）結果顯示位於“立即改善區”達七項，意味著醫療人員提供的服務中，仍有許多改善的空間。本研究結果可作為醫院經營管理者分配資源及改善服務品質之重要參考依據，提升醫院的市場競爭力。

關鍵字

PZB模式； IPA ；醫療服務品質；醫學影像

並列摘要

In recent years, the level of people's medical cognition has risen, and the requirements of medical services quality have increased day by day. Due to the impact of the COVID-19, the amount of medical treatment can be stretched. It is particularly important to maintain a good medical services quality with limited resources. In this study used a medical imaging department of regional teaching hospital to collect data for questionnaire survey in Taichung, the contents of questionnaire based on PZB model and SERVQUAL instrument (compromised five dimensions: empathy, reliability, assurance, responsiveness and tangibles) include three parts of satisfaction scale, importance scale and basic information. The results of PZB gap analysis showed that before receiving medical imaging services, subjects' attention was given priority to assurance, followed by responsiveness, while after receiving the service, empathy was the first, and tangibles last. Each dimension has significantly different service quality indicators. The expected gap in the reliability dimension has the largest negative value (-0.24), which represents the professional level of medical staff to give the subjects and their families the best service experience, but also has the largest positive value (0.26) in the same dimension. It means that although the professional level of the medical staff is sufficient, there is no appropriate way of expression, and the experience of the subjects is different. The most negative aspect of the expected gap is sympathy, which means that the subjects feel the appropriate and polite care from the medical staff. In addition, the results of IPA analysis (Importance-Performance Analysis) showed that there are seven items in the ＂Concentrate Here＂, which means that there is still a lot of improvement in the services provided by medical staff. The results of this study can be used as a hospital operation. An important reference was used to allocate resources and improve service quality for hospital managers then the patient satisfaction and loyalty can be enhanced.

並列關鍵字

PZB Model ； IPA ； Medical Service Quality ； Medical Image

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