摘要
本研究之目的在瞭解受檢者對某正子造影中心檢查服務的滿意程度，以做為改善及監測服務品質的參考。本研究採立意抽樣，以接受個案中心正子造影檢查服務之受檢者為對象，於檢查完畢時進行問卷調查，由受檢者自行填答問卷方式進行，共回收有效問卷122份。問卷滿意度評量項目計21項，在滿分為5分的量尺下，受檢者的滿意度評分平均值在3.5分以上。滿意度平均值較高的前三項為：護理人員服務品質(4.49±.55)、行政人員服務品質(4.49±.56)、正子中心專業性(4.46±.62)；較低的三項為：正子造影檢查費用(3.49±.86)、餐點口味及份量(3.74±.87)、休息室佈置氣氛(3.93±.89)。男性受檢者對餐點口味及份量的評分顯著高於女性受檢者；不同年齡、教育程度、居住地區、家庭收入的受檢者，對正子造影檢查服務的滿意度均未達統計上顯著差異。本研究結果可提供設置正子造影中心之醫院做為滿意度評估的參考。
並列摘要
Purpose of this study was to explore the customers' satisfaction on a PET Center as valid reference to improve and monitor service quality. To this end, questionnaires were designed to assess the level of satisfaction of different PET customers. Purposive sampling and self-administered questionnaires were employed. There were 21 satisfaction items inquired and 122 valid questionnaires were collected. The result indicates that the average score of satisfaction of PET Center service quality is above 3.5 (the score range: 1-5). The top three highly satisfactory items were service quality of nurses (4.49±.55), service quality of staff (4.49±.56), and profession of PET Center (4.46±.62). The less satisfactory items were cost of PET examination (3.49±.86), meal order preferences and amount (3.74±.87), atmosphere of waiting rooms (3.93±.89). Statistically, male customers have shown significantly greater satisfaction over female customers regarding to the item of meal preferences and amount. Other socio-demographic variables such as age, educational background, residential area, and monthly income have not made any significant difference in the satisfaction assessment of PET Center service quality. The findings could serve as a reference for managers in the PET Center to assess their customers' satisfaction.