私立醫療機構服務品質之探討—以台北某私人診所為例

The Service Quality of Private Medical Institution—A Private Clinic in Taipei as an Example

蔡慧燕(HUI-YEN TSAI)

指導教授 ： 曾忠蕙

淡江大學/商管學院/國際企業學系國際行銷碩士在職專班/碩士(2023年)

https://doi.org/10.6846/tku202300022

摘要

論文提要內容：
醫療科技的進步與發展，創造人類壽命的延續，全球正面臨人口老化的影響 如何讓高齡的長輩們在生活品質和醫療照顧，享有健康和尊嚴，醫療的服務品質就成為當今很重要的議題；本論是以私人診所的例子來探討服務品質，從社會觀點面，及醫院服務和營運這兩方面，從中了解和分析，建構本論研究目的與問題。

本論採質化研究，應用PZB服務品質五大構面作為研究架構，對診所病患逐一訪談了解，輔以Swot歸納分析，整理出訪談結果，作為本論醫療服務品質研究探討的方向。

其研究結果顯示，病患在五個構面的訪談中，對診所的服務大多保持正向的看法，對本院服務品質具有相當的肯定；同時獲病患滿意度極高的口碑稱讚。

研究中發現，醫療服務品質完全取決於病患這一端，從受訪者寶貴經驗，得知病患對診所服務品質有著高度的期望，病患於各個構面所反應的問題，有待診所總務和行政人員及人資主管確實了解並且盡快處理，才能提升診所各項服務品質，落實病患健康與照護。

關鍵字

服務 ； 醫療服務品質 ； 病患滿意度 ； SWOT分析

並列摘要

Abstract :
The progress and development of medical science and technology create the continuation of human life. The world is facing the impact of population aging. How to let the elderly elders enjoy health and dignity in terms of quality of life and medical care, the quality of medical services has become a very important issue today; This thesis uses the example of private clinics to discuss service quality, from the social point of view, as well as hospital service and operation, understand and analyze from it, and construct the research purpose and problems of this thesis.

This thesis adopts qualitative research, uses the five dimensions of PZB service quality as the research framework, interviews patients one by one in the clinic, supplements with SWOT inductive analysis, sorts out the interview results, and takes it as the research direction of the clinic's medical service quality.

The research results show that most of the patients maintain a positive view of the clinic's services in the five facet interviews, and they are quite positive about the service quality of the hospital; at the same time, they have received word-of-mouth praise with high patient satisfaction.

From the research, we know that the quality of medical service depends entirely on the patient side. From the valuable experience of the interviewees, we know that patients have high expectations for the service quality of the clinic. The problems reflected in various aspects need to be discovered by the clinic. In order to fully
improve the quality of various services and implement the health and safety care of patients.

Keywords: service, medical service quality, patient satisfaction, SWOT analysis

並列關鍵字

service ； medical service quality ； patient satisfaction ； SWOT analysis

參考文獻

中文文獻

陳慶寮(2006)。醫療機構服務品質之探討－以中鋼公司員工診所為例。

碩士論文，國立中山大學，企業管理學系研究所。

https://hdl.handle.net/11296/cf48dm

曾麗蓉(1988)。醫院門診服務品質之實證研究。