醫院及其供應商之社會交換特性、服務品質與關係品質之研究

Society Exchange Characteristics, Service Quality, and Relationship Quality between Hospital and its Suppliers

江玟樺(Wen-Hua Chiang)

指導教授 ： 鄭純媛 ； 孫德修

朝陽科技大學/理工學院/工業工程與管理系/碩士(2010年)

摘要

本研究旨在探討醫院及其供應商之社會交換特性、服務品質與關係品質之研究，研究的方式首先參考國內外相關文獻，以能編修適合醫院及其供應商之「社會交換特性」、「服務品質」與「關係品質」，據此作為蒐集實證資料的工具。
以中部縣市(台中、彰化、南投、雲林及嘉義)，地區級以上醫院為母群體，採分層隨機抽樣方式進行調查，本研究共分發410份，總計回收330份問卷，回收率80%，經剔除無效問卷14份後，有效問卷份316份，有效問卷回收率77%。有效量表之資料應用敘述性統計、單因子變異數分析、皮爾森相關係數分析、多元逐步迴歸、徑路分析等統計方法分析。本研究結果與結論如下：
1.本研究編製對醫院及其供應商之社會交換特性、服務品質與關係品質量表，均具有良好的信度與效度。
2.不同背景變項對醫院受訪者之社會交換特性、服務品質與關係品質有顯著差異。
3.醫院受訪人員之社會交換特性、服務品質與關係品係之間存在顯著相關性。
4.醫院受訪人員之社會交換特性、服務品質兩架構，最能預測醫院及其供應商之關係品質。
5.醫院受訪人員之社會交換特性、服務品質對關係品質有正向效果。

關鍵字：社會交換特性、服務品質、關係品質

關鍵字

服務品質 ； 社會交換特性 ； 關係品質

並列摘要

This research is for the purpose of discussing the relationship of society exchange characteristics, service quality, and relationship quality between hospital and its suppliers, The first step of doing this research is to consult relative domestic and international papers in order that society exchange characteristics, service quality and relationship quality , for measurement can be as a tool for collecting empirical evidence.
In the central region of Taiwan (Taichung, Changhua, Nantou, Yunlin and Chiayi), regional hospitals for based on a stratified random sampling method. And the sample consisted of 410 persons took part in the survey, from those collected 330 questionnaires, the percentage being 80%, after deleting 14 pieces of flawed answer sheet, the final sample size is therefore316, the rate of effective questionnaire is 77%. The study methods consist of descriptive statistics, One-way ANOVA, Pearson Correlation Analysis, Multiple Regression Analysis Regression, Path analysis. This study present the major findings as follows :
1.Hospital and its suppliers, make suitable for the influence of society exchange characteristics, service quality, and relationship quality.
2.The different background variable of the survey candidate of hospital, produces significant difference in society exchange characteristics, service quality, and relationship quality .
3.For survey candidate of hospital there are conspicuous correlation among society exchange characteristics, service quality, and relationship quality.
4.Hospital survey candidate of social exchange characteristics, service quality of Hospital and its suppliers useful indication for the faculties relationship quality by Regression analysis.
5.Hospital survey candidate of social exchange characteristics, service quality of Hospital and its suppliers, is that affects by social exchange characteristics, service quality and there is a casual relation on relationship quality.

Keywords: Society exchange characteristics, Service quality, and Relationship quality

並列關鍵字

Relationship quality ； Service quality ； Society exchange characteristics

參考文獻

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