走動式服務對等待品質影響之研究─以醫院等待線為例

醫院提供走動式服務對等待品質之重要性已日漸受到重視，然而，有關的論述卻是相對的稀少，為深入瞭解等待品質問題，本研究以醫院排隊等待掛號／批價服務為例，探討醫院等待區實施走動式服務對等待品質評價之影響，並探索各項管理意涵，進而對醫院改善等待品質有所貢獻。本研究主要目的在瞭解醫院等待區實施走動式服務對等待品質評價之影響，並探索各項管理意涵，進而對醫院改善等待品質有所貢獻。研究結果發現：1.醫院實施走動式服務「能有效提昇彈性應變能力」、「能有效維持排隊秩序」、「能即時提供資訊」、「能對特殊需求的等待者提供妥善的協助」、「能降低等待者內心焦慮及不確定感」、「能對等待者展現同理心」、「走動式服務會替醫院產生正面效果」、「走動式服務會提昇整體等待服務品質」這八項均達到統計之顯著性；2.高所得及瞭解走動式服務機制之等待者對於等待品質評價較高。

關鍵字

醫院；醫療服務品質；等待品質；走動式服務

並列摘要

The purpose of this study is to evaluate the effect of providing Walking Around Service to customers in the waiting lines at hospital on customers’ impressions regarding the quality of waiting and to find out the role of Walking Around Service on the overall service quality of the hospital. The results of this study show that a positive correlation between the Walking Around Service and waiting quality, especially for the following seven items, which are「to efficiently improved ability of handing unexpected situation in waiting line」、「to efficiently maintain the waiting line's order」、「to provide information for the waiting costumers immediately」、「to offer appropriate assistance, in accordance with the special needs of customers in waiting line」、「to lower waiting customers' anxiety and uncertainty」、「give the best services with sympathy to the waiting customers」、「if the hospital provide Walking Around Service, I will do positive propaganda for the hospital」、「hospital providing Walking Around Services will raise up the whole waiting service quality」. The analysis of the above eight items have demonstrated that all has statistically significant values related to the customer's satisfaction. In the population variety, we have found that personal income had clearly wide range of expectations to the waiting quality that the hospital can provide. Besides, people who understand the meaning of Walking Around Service give the higher waiting quality evaluation than those who don’t understand it.