牙醫醫療服務品質與顧客滿意度關係之研究─以高雄市快樂牙醫診所為例

論文名稱：牙醫醫療服務品質與顧客滿意度關係之研究頁數：167 ─以高雄市快樂牙醫診所為例校(院)所組別：國立高雄師範大學成人教育研究所組織發展與領導在職專班研究生：李穗錦指導教授：王政彥博士摘要本研究旨在探討高雄市快樂牙醫診所顧客醫療服務品質感受與服務滿意度，利用相關文獻探討理論基礎後，建立研究架構，並設計研究工具，且以便利抽樣方式，針對高雄市快樂牙醫診所顧客為研究對象進行施測，合計發出500 份問卷，回收498 份問卷，有效問卷為493 份，有效回收率為98.6%。有效樣本資料以獨立樣本t考驗、單因子變異數分析、皮爾森積差相關以及雙因子變異數分析等統計方法進行資料分析。藉由統計分析，茲歸納主要研究發現獲得結論如下：一、高雄市快樂牙醫診所顧客整體醫療服務品質感受程?為中上，以「有形性」分構面的知覺感受較佳。二、高雄市快樂牙醫診所顧客整體服務滿意?感受程?為中上，以「規章制度」分構面的知覺感受較佳。三、不同服務品質(有形性、回應性、保證性)會因高雄快樂牙醫顧客個人背景(性別、教育程度、職業、實施治療類別)不同而具顯著差異。四、不同服務滿意度(行政手續、硬體環境、醫療費用、服務態度)會因高雄快樂牙醫顧客個人背景(性別、職業、實施治療類別)不同具顯著差異。五、高雄快樂牙醫顧客服務品質感受與服務意度有中度顯著正相關。六、高雄快樂牙醫顧客服務滿意度不受個人背景與服務品質感受高低交互作用影響。茲依照研究結論提出建議，包括：一、快樂診所宜適時提升硬體設備，藉由新穎之設備增加對顧客吸引力。二、快樂診所宜多提升員工信任感，藉由更為親切之服務以增進顧客之服務滿意度。三、快樂診所宜針對實施不同治療顧客提供不同治療方式收費標準與說明，透過解釋，讓顧客了解快樂診所收取費用為合宜的。四、快樂診所宜針對實施不同治療顧客提供不同的治療衛教方式，並透過衛教方式，讓顧客了解快樂診所進行的治療措施是合宜的。五、快樂診所宜適時提供客製化服務，在醫護人員採用之治療方式下，讓顧客仍可選擇符合其所需的治療方案。關鍵字：牙醫診所、醫療服務品質、服務滿意?

關鍵字

服務滿意? ；醫療服務品質；牙醫診所

並列摘要

Research on the Quality of medical service on customer satisfaction - a case study on Happy Dental Clinic in Kaohsiung Abstract This study aims to investigate the quality of medical service on customer satisfaction of Happy Dental Clinic in Kaohsiung. The study shall use relevant literature to investigate theoretical basis and establish research structure as well as design of research tools. Stratified random sampling is used on Happy Dental Clinic customers in Kaohsiung for examination. A total of 500 questionnaires were sent out with 498 collected. 493 are effective samples with effective response rate at 99.6%. Data analysis is conducted upon effective samples using statistical methods such as independent-samples t test, one-way analysis of variance, Pearson Correlation as well as two-way ANOVA. Statistical analysis inductions on main research findings yield the following conclusions: I. Comprehensive perception of the quality of medical service of the clinic customers in Kaohsiung is above average. Comparison of the five stratuses supports more positive perception of “tangibles.” II. Comprehensive perception of customer satisfaction of the clinic customers in Kaohsiung is above average. Comparison of the four stratuses supports more positive perception of “regulations. III. The quality of medical service differences (tangibles, responsiveness, assurance) of the clinic customers in Kaohsiung supports significant differences in the background (gender, education, occupation, type of treatment). IV. The customer satisfaction differences (administrative procedures, hardware environment, medical expenses, service attitude) of the clinic customers in Kaohsiung support significant differences in the background (gender, occupation, type of treatment). V. The clinic customers’ quality of medical service and satisfaction support a positive correlation on a medium scale. VI. The clinic customers’ quality of medical service on satisfaction variable is not influenced by various degrees of the quality of medical service variables in terms of satisfaction. Based on the conclusions of the study, recommendations are provided, including: I. Happy Clinics should upgrade hardware devices in a timely manner and increase customer appeal through innovative devices. II. Happy Clinics should enhance employee trust and improve customer service satisfaction through more gracious services. III. Happy Clinics should provide different standards and instructions for the treatment of different treatment customers. Through explanations, it is advisable for customers to understand how to collect fees from the Happy Clinic. IV. Happy clinics should provide different treatments for different types of treatment to teach customers, and through education, let customers understand the happy clinic treatment measures are appropriate. V. Happy clinics should provide tailor-made services in a timely manner. Under the treatment methods used by medical staff, customers can still choose the treatment plan they need. Keywords: dental clinic, the quality of medical service, service satisfaction