我國醫療服務品質滿意度之實證研究

An Empirical Study of the Satisfaction Level of Medicare Services Quality in Taiwan

傅鍾仁(Chung-Jen Fu) ； 張錫惠(Hsi-Hui Chang)

《台灣管理學刊》 1卷2期 (2002/03) Pp. 317-339

https://doi.org/10.6295/TAMJ.2002.0102.07

摘要

本研究整合相關文獻發展出「醫療服務品質滿意度衡量模式」，並歸納28項品質指標形成問卷，經以公、私立醫學中心及區域醫院共八家樣本醫院的醫、護、管理人員及顧客為對象，收集醫療服務供需雙方對品質滿意度認知之資料，進行多變量統計分析。首先經主成份分析萃取：醫院軟體、成本效益、研究發展、以及基本需求等四個因素；其次以多變量變異數分析及多元區別分析等方法進行假設檢定。結果顯示顧客與醫療人員間，對醫療服務品質滿意度之整體認知確有顯著差距；且不同醫療人員子群體間，對其服務醫院所提供醫療品質之滿意度認知亦有顯著差異存在。而在「醫院等級」及「公私立醫院」因子之效果方面，在三種不同群體分類方法下，其效果皆顯著。就醫療服務品質缺口來看，不論是顧客或醫療工作者，其所預期與知覺的顧客滿意度間皆有顯著差異存在。此差異主要在於食、住與行等基本需求，以及研究發展方面，另收費及入出院手續等成本效益方面亦值得注意。由於本研究確認了不同群體間對醫療服務品質滿意度認知差異之所在，其結果應可供醫院改善醫療服務品質管理之參考。

關鍵字

醫療服務品質 ； 滿意度衡量 ； 問卷調查 ； 因素分析

並列摘要

In this research, we examine the satisfaction level of the medicare services quality in Taiwan. First, we employ a model of satisfaction measurement derived from earlier studies for the medicare services quality to develop a questionnaire consisting of 28 quality indexes. This questionnaire is given to doctors, nurses, managers and customers of eight government-owned and private hospitals. These hospitals include medical centers and large regional hospitals. Principal component analysis suggests that hospital configurations, cost-benefits, R&D, and basic service needs (e. g. diet and room services) are the main factors in determining the medicare services quality. Further, we employ a multivariate analysis of variance (MANOVA) and multiple discriminant analysis (MDA) to test our hypotheses. Our results indicate that patients and health care providers have significantly different perceptions on medicare services quality. Even among health care providers, we find that there is a significant difference in perceptions on the quality of the medicare services they rendered. Our results also suggest that there exists a difference in perceptions of services quality between hospital classes and between hospital ownership forms.
From the viewpoint of the medicare services quality-gap, the expectation and the actual customer satisfaction level differ significantly between patients and health care providers. The major differences come from factors R&D and basic service needs. Since our results identify where the major differences exist in the perception of customers' satisfaction among the health care providers, our study offers directions for future improvement in the quality of medicare services in Taiwan.

並列關鍵字

Medicare services quality ； Satisfaction measurement ； Questionnaire ； Factor analysis

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