本研究在探討某區域教學國軍醫院門診病人之特性,病患在該院就醫的滿意度情形,進行探討就醫滿意度構面之重要影響因子與病患忠誠度、醫療服務滿意度及人口學之相關性。透過問卷調查方式,以醫療服務品質五個構面(醫療環境設施、等候時間、人員服務態度、醫療過程及服務結果)評量滿意度,發現病患對醫療相關人員之服務態度決定下次在就診之意願。以忠誠度的再選擇行為(願意再回診)及衍生行為(願意介紹親友就醫),分析瞭解初次來院就醫及婚姻狀況為寡居之民眾對是否願意再回診具高度認同。年齡大、教育程度低、目前職業已退休或無工作、工作職位較低、每月薪水收入於三萬至五萬元之間之病患,對軍醫院門診有較高的滿意度及忠誠度。
The research aims at investigating the outpatients’ characteristics in a metropolitan teaching armed forces hospital and satisfaction of medical service; besides, investigate the relevance among the important influential factors of satisfaction of hospitalization, patients’ loyalty, satisfaction of medical service and demography. Via questionnaire survey, I evaluate, with five levels of quality of medical service, the satisfaction; then, analyze the difference of satisfaction and investigate the factors of satisfaction with demography. The five levels are as follows: The first is environment, the second is waiting time, the third is service attitude, the fourth is medical process, and the fifth is the result of service. That medical workers’ attitude is toward patients will determine whether they will follow-up or not. I myself, with reselected and derivative behaviors, analyze if patients who are first consultation and live alone are willing to follow-up. The result showed that aged, less educated, retired and unemployed patients, and patients with low-income level between thirty and fifty thousand dollars have higher satisfaction and loyalty toward outpatient of armed forces hospital.