現今社會進步且生活水準提高,高品質醫療服務需求日益增加,但因受限於全民健保給付制度日趨嚴苛的制度下,醫療環境的改變以及利潤大幅被壓縮,使得醫療體系的供應鏈受到擠壓,以至於各級醫療院所開始設法尋找增進品質與降低成本的解決之道。服務品質分為外部顧客與內部服務品質兩大方向,以往服務品質相關研究中,大多數以外部顧客為主,內部服務品質的探討相對較少,且以內部服務品質的概念用於物流相關研究更為少見。故本研究之目的是以中部某醫學中心體系之醫療物流中心為對象,利用問卷調查的方式來分析其醫療物流中心之服務品質及滿意度。此外,本研究也利用重要度績效分析的方法來找出醫療物流中心需要改善之服務要素,以作為將來改善之參考。研究結果發現醫療物流中心之服務品質重視度平均值皆介於「重要」與「非常重要」之間;滿意度平均值皆介於「滿意」與「非常滿意」之間。重要度績效分析的結果顯示「問項10.配送過程中發生錯誤,能即時處理」是將來醫療物流中心需改善的重點。
As the living standard and economy grows, the demand for higher level of service quality in the hospital will increase. Since National Health Insurance implemented the global budget system, competitions in the hospitals has become more and more intense. Many hospitals not only are making efforts in increasing their service quality in order to meet with the patients’ demand, but also are trying to cut down their costs in order to maintain their competitiveness. One way to reduce cost is to establish its own medical logistics center. Current medical logistic center not only has to focus its effectiveness, but also has to focus on improving of its service quality. Therefore, the goal of this study is to investigate the service quality and satisfaction of a medical logistic center in middle Taiwan. In addition, Important-Performance Analysis is used to identify the key service item for future improvement. The results of this study are as follows: 1. Respondents’ expectation of service quality is between “important” and “very important”; 2. Respondents’ actual feeling of service quality is between “satisfied” and “very satisfied”; 3. The result of Important-Performance Analysis indicates that the service item needed for improvement is “Immediately correction of delivery errors”.