住院病患對服務品質知覺與經營績效相關性之研究

A Study on the Relationship between Service Quality Perceptions of the Patients and Operational Performance

楊建昌(Chien-Chang Yang) ； 陳素秋(Su-Chiu Chen) ； 何國章(Kwo-Chan Ho) ； 黃同圳(Tung-Chun Huang)

《醫務管理期刊》 4卷2期 (2003/06) Pp. 86-106

摘要

全民健保的實施、醫療給付方式之更迭、民眾意識的高漲，醫院經營面臨考驗與衝擊；提昇服務品質及效率已成為各醫院重要經營理念。本研究目的在探討醫院病患對服務品質的知覺與經營績效之關係，運用P.Z.B(Parasuraman, Zeithaml, & Berry)模式及其所發展出的SERVQUAL量表和構面之思考模式，以橫斷式結構性問卷調查表，於89年12月01日至12月15日調查54家規模、經營理念較接近的區域教學醫院住院病患為研究對象進行調查，共發出2,700份問卷，有效回收數為2,146份，有效回收率為79.5%（其中有四家未回覆）。
研究結果顯示：病人的人口學特性對醫院服務品質的實際感受與期望皆有統計上顯著的差異；不同屬性醫院的病人不管對服務品質的實際感受或期望均有統計上顯著差異；不同屬性醫院的病人對服務品質的實際感受與期望有顯著負缺口（差距）產生；經調整醫院屬性後，病人對服務品質的知覺與經營績效有顯著正相關。
本研究的結果可供醫院高階主管在醫院經營管理之參考。依據研究結果，建議應對高階主管進行理念教育，以改變並塑造正確的醫療服務品質觀念，進而推展至各部門，並針對病患高期望及低感受部分進行改善，方能增加病患的滿意度與認同感，進而吸引病患，如此方能創造高績效的醫院經營團隊、使醫院立於不敗之境。

關鍵字

服務品質 ； 期望品質 ； 認知品質 ； 經營績效

並列摘要

The practice of National Health Insurance System, the changing of payment of medical treatment, and the self-awareness of the citizens cause the strong impact on running a hospital. How to improve the service quality and efficiency had become the key managing philosophy among hospitals. The purpose of this research is to find the relationship between the perceptions of service quality and operational performance from the view of hospital's patients. The following results were based on the P.Z.B (Parasuraman, Zeithaml, & Berry) questioner and were cross-sectionally researched during Dec 1 thru Dec 15, 2000 on 54 hospitals. 2700 questioners were distributed to the hospitals' inpatient patients, and 2146 of them (79.5%) responded (4 of the hospital did not respond).
The results show that there was an obvious difference in perceptions or expectation among different kinds of hospitals' patients on service quality. On the average, perception was lower than expectation for the same patient. After adjusted for different kinds of hospitals, patients' perceptions of service quality and operational performance were positively correlated.
This research result can be used as a reference for the hospital directors in different hospitals. It is suggested that the correct concepts to manage a hospital are to educate the managing executives in the hospital with the right concepts in running a hospital, changing and forming the correct concepts in promoting the service quality, and attracting more customers by increasing the identification from patients.

並列關鍵字

Service Quality ； Expect Quality ； Perceptions Quality ； Operational Performance

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