以SERVQUAL量表探討區域教會醫院的服務滿意度

SERVQUAL Scale Measuring Service Satisfaction of Southern District Catholic Hospital

戴孟平(Mong-Ping Dai) ； 王中敬(Chung-Jing Wang) ； 翁瑜苑(Yu-Yuan Weng)

《南臺灣醫學雜誌》 4卷1期 (2008/03) Pp. 1-8

https://doi.org/10.6726/MJST.200803_4(1).0001

摘要

本研究的目的是利用SERVQUAL量表探討病患對教會醫院服務的滿意度。調查的對象為南部某區域教會醫院的門診及住院病患；於2007年9月17日至21日，共發放248份問卷，有效回覆問卷164份，回收率為66.13%。結果顯示問卷的衡量項目有相當的一致性與穩定性；大於60歲病患平均滿意度顯著而有意義的高於其他年齡層的病患，整體平均滿意度為6.16分，而平均滿意度高於６分的項目，總共有20項。雖然只有一項滿意度低於6.0，卻是病患心目中醫院最值得改進之處。根據本研究結果顯示醫院硬體設施是病患最容易看到、最容易判斷也最不容易滿足的地方，院方應與時俱進致力提升醫療儀器與建築設施之更新。最重要的課題是利用SERVQUAL量表的滿意度調查可以適時且迅速的作為顧客判斷醫院服務品質的重要依據，傾聽病患的聲音，秉持以客為尊的觀念，落實醫療傳教的使命。

關鍵字

滿意度 ； SERVQUAL量表 ； 教會醫院

並列摘要

Objective: The aim of this study was to evaluate the SERVQUAL scale measuring patients' satisfaction of medical service offered by catholic hospital. Methods: It was performed by SERVQUAL scale in outpatient and inpatient of southern district catholic hospital, lasted from September 17 to 21, 2007. Results: Total questionnaires are 248, effective returned questionnaires are 164, the return rate is 66.13%. There is postive correlation and stability among the items of questionnaires. The satisfaction scores of patients above 60 years old is highest significantly. The overall average score is 6.11. Only one item's score is under 6.0, ”The hospital has thoroughly equipped with newly facilities.” However it is most concerned by the patients. Discussion: The hospital should enforce the improvements of all equipments and facilities, which is easily seen, perceived and unsatisfactory by the customs. Conclusions: The application of SERVQUAL scale can explore the satisfaction and needs of patients, improve the medical service in time and promptly and fulfill the mission of catholic hospital.

並列關鍵字

satisfaction ； SERVQUAL scale ； catholic hospital