住院病患訂餐服務品質滿意度之研究:以中部某醫學中心為例

A Research of the Hospitalized Patients' Satisfaction of Subscribing Meal Service Quality:Example from a Medical Center in Taichung

劉碧雯(Bih-Wen Liou)

指導教授 ： 葛維鈞

亞洲大學/管理學院/國際企業學系碩士班/碩士(2004年)

摘要

在經營激烈的醫療環境中，病患滿意是醫院成敗的關鍵因素之一；良好顧客滿意度，才能擁有忠誠的顧客群，進而提昇醫院的競爭力，所以醫院以「服務品質」模式為經營的方向，進而維繫住顧客（病患）為首要條件。本研究目的在探討醫院住院病患訂餐服務品質滿意程度。研究採問卷調查法，於民國九十三年七月二十六日至八月十六日進行一對一施測方式，樣本來自中部某醫學中心，依研究對象不同，分為訂餐及不訂餐住院病患兩個群體，計回收有效問卷396 份。研究結果為：
1. 住院病患對醫院伙食屬性需求及重視程度以衛生安全為主，其次是烹調技巧與個別差異。
2.住院病患對醫院訂餐服務品質滿意程度：女性滿意度是高於男性，且一般婦產科及產婦餐滿意度方面頗受好評。
3.住院病患在醫院訂餐原因：以方便為最高，依次為安全、衛生。
4.探討住院病患不在醫院訂餐原因：分別為「用餐方式不喜歡被限制」、「醫院許多外賣餐廳可選擇」、「醫院用餐選擇性很低」。

關鍵字

醫院伙食 ； 滿意度 ； HASH(0xa036168)

並列摘要

Although hospitals are in the realm of nonprofit business, large-scale
hospitals are quickly expanding, and the competition in the healthcare market is increasing.And in the intense medical service environment, patients’satisfaction is one of hospital success or failure key aspects Only a high degree of customers’ satisfaction can create a group of constant customer; moreover, promotes a hospital’s competitive ability.
As a result, a hospital takes the patterm “the service quality” as the management direction, then maintains the customer (patients) is the most important condition.This research’s goal is to discuss the degree of subscribing meal service quality satisfaction of hospitalized patients. This research uses the questionnaire survey, dating from 2,004 July 26 to August 16 as soon as to execute measures the way, the sample comes from a middle Taiwan medicine center. According to different research objects, I divide them into two
communities: hospitalized patients who subscribe meals and hospitalized patients who do not subscribe meals. The total number of recycling effectively questionnairies is 396. The findings are:
1. Hospitalized patients make their priority by the following order: the hygienic security, the cooking skill and then the individual difference.
2. The satisfaction degree of hospital subscribing meal service quality of hospitalized patients: The feminine degree of satisfaction is higher than the male, also the common gynecology and obstetrics department and the parturient woman meal degree of satisfaction quite receives the high praise
3. The reasons for hospitalized patients to suscribe meal in hospital are: firstly the convenience request, and second is the demand of safe and heslth.
4. As for the reasons why hospitalized patients do not suscribe meals in hospital, they are: “do not like to be limitied the way they dine”, “outside the hospitals are many restaurants which provide many other dinning choices”,” the selectivity of hospital meals is very low”.

並列關鍵字

Hospital food ； Satisfaction

參考文獻

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