病患對門診藥事服務品質滿意度及再回診意願之研究－中部某區域教學醫院為例

The Relationship between Pharmaceutical Service Quality and Intention to Return: A Study of Outpatients in a Regional Teaching Hospital in Central Taiwan

張健興(Chien-Hsing Chang)

指導教授 ： 李偉權

亞洲大學/管理學院/國際企業學系碩士班/碩士(2008年)

摘要

本研究主要爲探討藥事服務品質之滿意度對於病患再回診意願是否具有影響性，並探討其兩者間之相關性。本研究藉由問卷的發放，深入了解病患對於門診藥事服務之滿意程度，並探討門診病患對現有藥事服務模式之滿意程度及回診相關性，以作為日後改善的依據。結果發現，藥事服務滿意度與再回診意願有顯著的影響並呈正相關，因此藥局可利用改善藥事服務品質的行動增進滿意度，以增進病患再回診意願。

關鍵字

藥事服務品質滿意度 ； 再回診意願 ； 正相關

並列摘要

The purpose of this study is to examine the relationship between the satisfaction of pharmaceutical service and outpatient’s intention to return to a healthcare provider. A self-complete questionnaire is designed and distributed to outpatients seeking treatment in a regional teaching hospital in central Taiwan. This study finds that the satisfaction of pharmaceutical service quality has a positive relationship with intention to return. Therefore, hospitals should improve the quality of pharmaceutical service in order to increase the rate of outpatient’s retention.

並列關鍵字

Satisfaction of pharmaceutical service ； intention to return ； positive relationship

參考文獻

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