醫院外籍勞工健檢服務品質與滿意度之研究-以彰化秀傳醫院為例

對台灣企業界而言，外籍勞工的引進雖解決了部份基層人力不足之問題。然而，在大量引進外籍勞工的同時。勞工的健康問題，亦成為國人引進外籍勞工前的重要考量條件。而外勞引進大都由人力仲介業者依業界需求引進，對於外籍勞工之健康檢查亦大都委由醫院來執行。本研究目的期望瞭解醫院外籍勞工健康檢查業務之服務品質與滿意度。具體探討對象為與彰化市秀傳紀念醫院有相關之人力仲介業者。人力仲介公司所期望與知覺的代檢服務品質，在期望的方面依序為：1.可靠性、2.有形性、3.保證性、4.反應性、5.同理心。在知覺的部份排序為：1.可靠性、2.保證性、3.有形性、4.反應性、5.同理心。由此可知「可靠性」是整體服務品質最具影響力的構面。人仲介公司對於代檢服務品質的整體滿意度，以「設備提升」滿意度為最高，「收費合理化」的需求性最低。整體而言，外在環境因素對於代檢業務影響最大。上述研究發現，期使對醫院健檢中心業者在推展代檢業務服務品質上，有所提升。及使醫療機構在永續經營上有所幫助。

關鍵字

服務品質；滿意度；外籍勞工；健檢

並列摘要

Taiwan's business community is concerned, although the introduction of foreign workers solved the most basic of questions is not enough manpower. However, while a large number of imported foreign workers. Health workers, people began importing foreign labor has become an important consideration before the condition. Most suits the labours introduced the industry by the demand for human intermediaries agency the introduction of health checks for foreign workers are mostly appointed by the hospital to perform. This study aims to hope to understand the health checks for foreign workers in the hospital service quality and satisfaction. Specific case study, with the Show Chwan Memorial Hospital in Changhuas, related manpower agency industry. All of agencies have on behalf of the expectations and perceived service quality inspection, in terms of the expected order: 1. Reliability, 2. Tangibles, 3. Assurance, 4. Reactivity, 5. Empathy. In the perception part of the order: 1. Reliability, 2. Assurance, and 3. Tangibles, 4. Reactivity, 5. Empathy. It can be seen, "reliability" is the overall service quality dimensions of the most influential. People have on behalf of all agencies review for the overall satisfaction of service quality in order to "the equipment to enhance " satisfaction as the highest, "charges rationalization" of the demand for the lowest. Overall, the external environment for the inspections is impacted mostly. The study found that hospitals of the health examination centers is promoting quality on laboratory services business services, and the sustainable management of medical institutions in more helpful.

並列關鍵字

Service Quality ； Service Satisfaction ； Foreign Workers ； Health Exam

參考文獻

Strickland, Bonnie B.; van Dyck, Peter C.; Kogan, Michael D.; Lauver, Cassie; Blumberg, Stephen J.; Bethell, Christina D.; Newacheck, Paul W. Assessing and Ensuring a Comprehensive System of Services for Children With Special Health Care Needs: A Public Health Approach. American Journal of Public Health, Feb2011, Vol. 101 Issue 2, p224-231, 8p, 2 Charts; DOI: 10.2105/AJPH.2009.177915,

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