服務品質滿意度與重視度對回診意願之研究

服務業目前以生活相關的服務業最受重視，而服務業中又以醫療服務業為最具競爭性的產業。近年來國民對自身的健康生活品質及相關的醫療服務需求日趨頻繁，因而醫療服務品質的提昇已被奉為永續經營的必要條件。本研究分為兩階段採用質量並重之研究方法：第一階段運用「神秘客」的方法，由研究助理扮演門診顧客之角色，親身體會醫護人員的服務品質，接著，運用參與式觀察法深入探討醫護人員的服務與門診顧客之感受，並運用「問卷調查」的方式針對該診所的醫護人員及門診顧客以醫療品質六個構面進行研究，包括：診所環境、等候時間、服務態度、醫療過程、整體服務結果即回診意願，評量門診顧客之滿意度及重視度。發現門診顧客對診所相關人員服務態度之滿意度高，並影響下次再就診之意願。在第一階段實際研究及深入體驗門診服務後，本研究也提供天恩診所三個實質改進建議：（一）經過十年的使用，診所軟體早已更新，硬體裝潢也應該更新，提升空間的明亮度及顧客的新鮮感。（二）復健部門應增加隔簾，梯間應增加隔板均可維護使用者的隱私；熱敷毛巾使用頻率極高，應增加數量。（三）病歷櫃呈現雜亂不敷使用之現象應擴增櫃體改進。第二階段研究則進行第一階段研究結果並進行改造：硬體設備裝潢更新、燈具更換為LED燈具、病歷櫃重置、復健床增隔簾、一至二樓梯間增隔板、增加復健專用毛巾等，再進行觀察及與病患就診人數之統計，發現病患回診次數增加、新病患人數增多、並由門診顧客的訪談中得知顧客之滿意度提升。

關鍵字

服務品質；滿意度；重視度；回診意願

並列摘要

The proportion ofservice sector in Taiwanis the majority, in whichthe medicalservices departments are the most potential in recent years. Population began to care aboutthe quality of life and increasing demand formedical services. So, the improvement medical service qualities are the key elements of permanentcontinuedoperation. For further understandpatientscognitiveandrecommendations to theclinic, thestudyquality and quantityofresearch methods, includedthe first use of"mysterycustomer" approach. Theresearchersplayedtherole ofthe customerclinicsto experiencequality of service. Then, use of participatoryobservation method and outpatientcustomer's experience, that to evaluate the clinic health careservices. Studies “survey" the clinics medical staff andpatientcustomerresearch. Six parts the qualities of medical services are:clinic environment, waiting time, service,medical procedures, the overallresults andintent to return toclinicservices. Those assesspatientsatisfaction andthe customer's degree of attention. Outpatientclinicsfound thatthe relevantcustomerservice attitudeofstaffsatisfactionis high, andtheimpactitwillreturn to same clinic for treatment. After practical experienceand servicecustomers, in order to let customersto getbetteroutpatientservices atclinics,the researchersalsomade threesuggestions: (1) The update of soft and hardware, improve the brightness of the room and the freshness of customers . (2) Think from the needs of the client; increase the number of hot towel in the rehabilitation department.(3) Medical cabinet presents messy phenomenon used to amplify the cabinet should be improved. The second phase of the study is the first stage of research results and transform: hardware decor update, replace lamps LED lamps, medical cabinets reset, increasing rehabilitation special towel, then observation and treatment of patients with the substance of the number of Statistics, found that increasing the number of patients back to the clinic, the increasing number of new patients, that patients in the interviews of enhancing customer satisfaction.