- 期刊
Analysis on the Relationship between Satisfaction with Elderly Health Examination Program and Healthcare Quality, Experience in a Regional Hospital in Taipei
並列摘要
Objectives: The study first aims to explore the relationship between the five dimensions of the SERVQUAL model and healthcare quality, using a sample drawn from the elderly health examinees in a regional hospital. Secondly, it intends to develop a conceptual framework encompassing service quality, patient satisfaction and recommendation. Finally, the relationship between the three variables is validated by applying structural equation modelling (SEM). Methods: Data was collected from those in the elderly health examination program in a branch of Taipei City Hospital in April 2013 through a structured questionnaire based on the SERVQUAL model. The technique of SEM was adopted to analyze sample data and test hypotheses. Results: Service quality is found to have a significant direct effect on patient satisfaction. So is patient satisfaction on recommendation. However, neither direct nor indirect effect of service quality on recommendation has reached a significant level. Conclusions: The direct effect of service quality on elderly health checkup examinees indicates that improving quality of healthcare might be a solution to increase senior users'satisfaction. Results of the research presents policy implications in terms of elderly care and healthcare quality.
延伸閱讀
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