- 期刊
醫院門診服務品質與病患滿意度關係之研究－以台北某醫院為例
Research on the Relationship Between Hospital Outpatient Service Quality and Patient Satisfaction- A Case Study of One Hospital in Taipei County
摘要
目的：對現今醫院經營管理而言，提升醫療服務品質，追求顧客滿意將是醫院達成永續經營的重要課題。本研究旨在探討台北某醫院門診服務品質與顧客滿意度之間的關聯性。方法：以醫院門診病患為研究對象，採用立意抽樣進行問卷調查，有效問卷為350份，將收集到資料以描述性統計分析、獨立樣本t檢定、單因子變異數分析、皮爾森相關分析及迴歸分析。結果：研究結果發現服務品質重視程度大於服務品質滿意程度，醫療服務品質滿意度與整體病患滿意度為正相關且呈正向影響，且醫療服務品質對醫療滿意度之預測力達50.8%。結論：提升服務品質有形性、回應性、關懷性、保證性對於整體滿意度有正向影響，定期追蹤調查問卷，了解病患的意見，良好的醫療服務品質有助於提升病患的整體滿意度，並且直接影響病患未來考量就醫的重要因素。
並列摘要
Objectives: For today's hospital management, improving the quality of medical services and pursuing customer satisfaction will be the hospital's sustainability. The purpose of this study was to investigate the correlation between outpatient service quality and customer satisfaction in a hospital in Taipei. Methods:The outpatients were selected as the research object, and the questionnaires were investigated by intentional sampling. A total of 350 valid surveys were collected for analysis. The data will be analyzed with descriptive statistical analysis, and independent-sample t test, one-way ANOVA, Pearson correlation analysis, and regression analysis. Results: The results of this research find that level of emphasis on service quality is more than level of satisfaction on service qualit. The results show that medical service quality has a significant positive effect on medical satisfaction, and medical service quality is significant predictors of and medical satisfaction (50.8%). Conclusions: Study results indicate tangible, responsiveness, caring, certification positively affect medical satisfaction. Regularly follow up the questionnaires to understand the opinions of patients. Good medical service quality improve the medical satisfaction of patients and affect patients to consider medical treatment in the future.
延伸閱讀
- 蔡福銀（2006）。台南地區醫院門診醫療服務品質、病患滿意度與回診意願關係之研究〔碩士論文，長榮大學〕。華藝線上圖書館。https://doi.org/10.6833/CJCU.2006.00055
- 魏文欽、扈克傑（2008）。醫療服務品質、病患滿意度與病患忠誠度關連性之實證研究－以高高屏地區區域教學醫院為例。International Journal of Lisrel，1(2)，25-48。https://doi.org/10.30063/IJL.200808.0002
- 許勝雄（2010）。探討醫療服務產業中顧客知覺價值、滿意與顧客口碑之關聯-以台灣中部區域級以上醫院為例〔碩士論文，亞洲大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0118-1511201215463690
- 陳仁惠、鄭仲興、方世杰（2005）。門診醫療服務品質與病患滿意度對於關係導向行為之影響。醫護科技學刊，7(2)，187-202。https://doi.org/10.6563/TJHS.2005.7(2).7
- 何清治、洪錦墩、張睿欣、黃湘雄（2018）。A Study on the Relationship among Healthcare Quality, Perceived Value, Patient Satisfaction and Loyalty in a Regional Hospital's Outpatients and their Relatives in Central Taiwan。醫學與健康期刊，7(1)，17-28。https://www.airitilibrary.com/Article/Detail?DocID=23046856-201803-201804100014-201804100014-17-28