等待者特性對等待品質評價之影響－以醫院中之等待線為例

The Impact of Customer Characteristics on the Evaluation of Waiting Quality: Case Study of Waiting Lines in Hospital

詹定宇(Ding-Yu Chan) ； 詹麗珠(Li-Chu Chan)

《管理評論》 24卷1期 (2005/01) Pp. 83-108

https://doi.org/10.6656/MR.2005.24.1.CHI.83

摘要

本研究將等待品質量表修改成醫院候診時等待之專用問卷，並以直接測量法探討等待者之人格特質、等待者情境及人口統計變數對等待品質評價之影響。研究結果除驗證本量表無論在信度、效度或解釋能力均佳外，也發現等待者特性中之人格特質、單獨或群體、熟悉環境、時間重視度、趕時間否、候診時段、年齡及職業等都會影響其對等待品質的評價。

關鍵字

醫院 ； 人格特質 ； 等待品質 ； 等待者情境 ； 直接測量

並列摘要

This evaluation has accepted the basic foundation and concepts of the Multiple-Item Waiting Scale and later transformed into a medical focused survey. A direct measurement approach has been adopted to evaluate factors related to consumers' personality characteristics, customers' waiting circumstances, and unique background factors which have impacts on waiting quality. The result showed this particular Scale to be effective due to its good reliability, validity measurements, and clear explanations. This evaluation also proved how personality traits, self versus group waiting, environment familiarity, time pressure, doctor appointment timings, age, and occupations have affected the overall waiting quality evaluations.

並列關鍵字

Hospital ； Personality Traits ； Waiting Quality ； Waiter's Circumstance ； Direct Measurement

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