醫療機構內部服務品質、自我效能、工作滿足與員工工作績效關係之研究－以中南部地區署立醫院為例

The Research on the Relationship between Internal Service Quality, Self Efficacy, Job Satisfaction and Job Performance inside the Healthcare Organization: A case study of South Central Region District Hospital

侯淑華(SHU- WUA, HOU)

指導教授 ： 曾信超

共同指導教授 ： 顏義文

長榮大學/管理學院/經營管理研究所(博)/碩士(2007年)

https://doi.org/10.6833/CJCU.2007.00014

摘要

隨著國內經濟發展與人民生活品質之提升，民眾對於健康促進需求日益殷切，因此突顯醫療機構工作人員之重要性。醫療機構所提供的服務攸關民眾的性命，其內部服務品質及工作滿足，將影響醫療團隊所提供給病患及其家屬的醫療品質(外部服務品質)。因此，醫院應將內部員工視為內部顧客並提供令其滿意的內部服務品質，驅動員工傳遞高價值的服務動能，以提升醫院的醫療服務水準，增進病患及家屬的滿意度及忠誠度，進而為醫院增加營運績效。
本研究針對醫療機構內部服務品質、自我效能、工作滿足與員工工作績效之間的關係加以探討，研究對象為中南部地區五家署立醫院（區域醫院及地區醫院），本研究就201份有效回收問卷進行實證分析，並以LISERL分析對本研究整體架構進行驗證，研究結果發現：內部服務品質對自我效能及工作滿足有顯著的正向影響，自我效能與工作滿足對工作績效有顯著的正向影響；內部服務品質經由自我效能及工作滿足的中介效果正向顯著的影響工作績效。
綜合本研究之分析結果，對醫療機構提升員工的自我效能、工作滿足及工作績效，給予建議如下：醫院應建立良好的溝通管道，主管能傾聽部屬的問題並協助提供其解決之道。訂定明確的政策、規定以及行政程序，讓員工能夠有所遵循地執行業務。制定一套良好的績效考評制度，並肯定同仁的工作表現。完整的職前與在職教育訓練，將可提升員工的自我效能，並且對員工的工作滿足有基本的維持效益。主管能關心員工的工作內容與進度，並促進員工之間相處愉快；建立完善良好的升遷制度，讓員工有機會嘗試不同性質的工作，提供員工可以發揮工作能力的機會，使員工在工作上可以獲得成就感。

關鍵字

內部服務品質 ； 自我效能 ； 工作滿足 ； 工作績效 ； 醫院

並列摘要

Along with the development of domestic economy as well as the improvement of human life-quality, people's requirements on health improvement are also increasing, thus, staff in medical institution are also appear to be more important. The services offered by medical institution are vital to people's life and its internal service quality and job satisfaction will influence the medical treatment quality offered for patients and their relatives (external service quality). Therefore, hospital should regard staff as internal customer, offer satisfactory internal service quality for them and stimulate staff's high value service power so as to improve medical service level, enhance patients and their relatives' satisfaction and loyalty, and then increase operation performance.
This research had discussed the relations among internal service quality, self efficacy, job satisfaction and staff job performance in medical institution and the subjects investigated are five public hospitals in south central region (regional hospital and area hospital). This research had analyzed 201 effective questionnaires and had used LISERL analytical method to validate the general structure of the research. The research result shows: internal service quality has remarkable positive influence on self efficacy and job satisfaction; self efficacy and job satisfaction had remarkable positive influence on job performance; internal service quality had positive and remarkable influence on job performance by the medium effect of self efficacy and job satisfaction.
After integrated the analytical results of this research, our suggestions on improving staff self efficacy, job satisfaction and job performance for healthcare organization as follows:Hospital should Establish favorable communication channel; superintendent should listen for subordination's problem and provide solutions for them. Establish definite policy, rules as well as administrative procedure and let staff to implement accordingly. Establish favorable performance evaluation system and acknowledge staff's job performance. Complete prevocational and in-service education and training; it can improve staff's self efficacy and can maintain staff's satisfaction on job. Superintendent should care for staff's working content and schedule; improve the relationship between staff; establish favorable promotion system; offer opportunities for staff to try different work; offer opportunities for staff to exert their working capacity; enable staff to acquire sense of accomplishment.

並列關鍵字

Internal Service Quality ； Job satisfaction ； Self Efficacy ； Job Performance ； Hospital

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