在提升顧客滿意度考量下探討醫院支援性活動服務品質之研究－以某署立醫院為例

A Research on the Effect of the Quality Auxiliary Hospital Services on Customer Satisfaction-A Public Hospital

蘇俊憲(Chun-Hsien Su) ； 陳屏國(Ping-Guo Chen) ； 蘇香樺(Hsiang-Hua Su)

《醫務管理期刊》 4卷4期 (2003/12) Pp. 27-40

摘要

近年來醫療品質重視與提升對顧客滿意方面是呈現了相當程度的影響，而醫院經營上的服務品質趨近顧客導向則是現今醫療服務的要件，因此如何讓醫院的服務品質達到顧客滿意，對於醫院競爭力的提升將有所助益。本研究主要以醫院為對象，探討醫院支援性活動的服務品質對提升顧客滿意度之相關性研究。本研究以南部某署立醫院為例，採問春調查做為實證分析工具，同時以該院顧客為研究樣本，經過整理、分析後，得到以下結果：(1)醫院進行支援性活動時主要乃是以環境、人員服務態度、硬體設施、附加服務以及聲譽等五大構面為主要依據；(2)有效的使用矩陣方式來進行滿意度缺口分析，對於判斷及提升顧客滿意度以及控制服務資源的投入則有相當的幫助。

關鍵字

服務品質 ； 支援性活動

並列摘要

The movements on continuing quality improvements of medical care in recent years have had a significant positive impact on customer satisfaction. To be a customer-driven organization on service quality has become a norm among hospitals. Therefore, enabling hospitals to achieve customer satisfaction in the area of quality of care will enhance hospital competitiveness. This study, carried out at a Public Hospital, Department of Health, Taiwan, R.O.C, investigated the effect of the quality auxiliary hospital services on customer satisfaction, using a questionnaire survey of hospital customer as its analytical tool. After compilation and analysis of the data, the following results were obtained: (1) The five most important aspects of auxiliary hospital service are patient care environment, attitude of personnel while providing service, facilities and equipment, extras service, and reputation of the institution. (2) Effective use of matrix analysis to identify gaps in customer satisfaction is quite helpful in assessing and increasing the level of satisfaction, as well as in ensuring the most efficient use of limited resources.

並列關鍵字

service quality ； supportive activity

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