醫院服務品質之探討－以花蓮地區之醫院為例

The Study on Hospital Service Quality-An Empirical Study of the Hospital in Hualien County

王美慧(Men-Huey Wang) ； 陳瑞龍(Jui-Lung Chen)

《管理科學研究》 2卷1期 (2005/03) Pp. 35-55

https://doi.org/10.6873/MSR.200503_2(1).0003

摘要

過去國內對於醫療服務品質或病患滿意度相關研究多以西部地區民眾為探討對象，但是花蓮地區民眾對服務品質的認知與要求和其他地區可能不盡相同。本研究目的可歸納為：（1）探討病患對於醫院服務品質的重視項目，並經由因素分析萃取醫院服務品質的重要因素構面、（2）探討醫院面與病患面之間對服務品質的認知差異、（3）探討不同人口統計變項對於醫院所提供的各項服務品質間有無顯著差異、及（4）藉由集群分析及區別分析，提供醫院在執行服務品質管理程度的類別歸屬分析時，作為服務品質評定的初步參考依據。本研究架構以進行兩階段的問卷與抽樣設計，研究結果發現病患滿意度項目共可分為四個服務品質因素構面分別為：（1）醫療服務過程、（2）醫療服務結構、（3）醫療行政服務措施與費用、及（4）醫師專業知識。另外，醫院面與病患面對「病患重視的服務品質」與「病患對服務品質的滿意度」認知上、及各區隔病患對於選擇往來醫院在醫院往來時間、婚姻狀況、年齡、及學歷等變數上均有顯著差異存在。最後，提出相關建議予花蓮地區醫院，作為其實施服務品質管理以提昇競爭力之參考。

關鍵字

服務品質 ； 病患滿意度

並列摘要

The purposes of this study include: (1) to explore the service quality items that affect patients choosing hospitals and find out the patient's perception of factors (dimensions) of service quality for each hospital and to ascertain their relative importances, (2) to find out cognitive difference of service quality between hospitals and patients, (3) to probe into whether the effects of demographic statistics on perceptions of service quality for each hospital are significant, and (4) to apply cluster analysis and discriminant analysis transacted as the classification analysis of implementing the service quality management level for hospital. Two phases, questionnairy and sampling design, were used to implement this study framework. This research finds four service quality dimensions, and labeled as (1) medical service progress, (2) medical service structure, (3) medical administration procedure and fee, and (4) medical doctors' professional knowledge. Besides, patients and medical personnel perceived significant differences on ＂importance of service quality characteristics＂ and ＂patients' satisfaction＂. And there are significant differences in round-trip traveling time to hospital, marital status, age, and education background for segmentation of clustering patients in choosing hospital. Finally, provide suggestions relevant to the health care organizations in Hualien county as a reference for implementing service quality management and improving competition.

並列關鍵字

Service Quality ； Patients' Satisfaction