本研究主要探究國內醫療院所第一線醫療人員在與病患互動的服務接觸中,導致病患滿意與不滿意的關鍵事件,藉以瞭解影響病患對醫療服務品質的滿意要件。運用關鍵事件技術與BBT分類原則,以病患主觀立場,陳述就診的服務接觸過程中,導致印象最深刻的特別滿意與特別不滿意事件,予以歸納分類,並列舉重要事例。本研究結果發現,在滿意的關鍵事件方面,以第二類「員工對顧客需要與請求的反應」所佔比例最高,第三類「自發性的員工行動」次之,第一類「員工對服務傳遞系統失能的反應」最低。在不滿意的關鍵事件方面,以第三類「自發性的員工行動」最爲明顯,第二類「員工對顧客需要與請求的反應」次之,第一類「員工對服務傳遞系統失能的反應」的比例最低。最後再依據研究結果提出相關建議,希冀可以做爲國內醫療院所改善服務品質、提升病患滿意度的參考。
To investigate the critical incidents leading to patients' satisfaction or dissatisfaction during service encounter between patients and personnel in hospitals. Thus, key factors affecting patients' satisfaction could be clarified. This research used critical incident technique and BBT taxonomy to investigate patients' satisfaction toward hospitals' service. The method is to survey and categorize patients' experience about satisfactory and dissatisfactory incidents that they encountered in hospitals. The investigation revealed that the sources of satisfaction came from employee response to customer needs and requests, followed by unprompted and unsolicited employee actions and response to other core service failures. Among the sources of dissatisfactory incidents, unprompted and unsolicited employee actions topped the ranking, employee response to customer needs and requests followed behind, the least one is the employee response to service failures. According to findings of the investigation, this research provides concrete suggestions for hospitals' administration, which aims to improve their service quality and customer satisfaction.