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臺北市老人健檢服務品質、滿意度與推薦意願相關性探討

Relationship between Service Quality, Satisfaction and Intention to Recommend for the Elderly Health Examination Program of Taipei City

摘要


目的:本研究某區域醫院接受老人健檢服務之民眾為對象,探討SERVQUAL理論之五構面與醫療服務品質之關係,並欲發展醫療服務品質、病人滿意度、推薦意願相關性之概念模型,再透過結構方程模式驗證三者間之關係。方法:2013年4月1日至4月30日間第二次回醫院聽取解說報告之299位老人為研究對象。結構式問卷以描述性統計與結構方程式模式驗證假說來加以分析。結果:其醫療服務品質滿意度平均分數最高的前三項為:醫護人員的服務態度和藹可親(4.331),醫護人員尊重您的隱私權(4.329),醫護人員具有充分的專業能力(4.328)。最低的為:看診時間能在您預期的時間內完成(4.097),醫護人員能依您的個別需求提供服務(4.182)。本研究以結構方程模式驗證假說,研究發現:有形性、可靠性、反應性、確實性、同理心五品質構面與醫療服務品質有正向而顯著之關係,醫療服務品質對此次病人之滿意度有正向而顯著之關係,病人滿意對推薦親友意願亦有正向而顯著之關係,然醫療服務品質對推薦意願關係則不顯著。結論:本文研究之結果可提供老人健檢政策與醫療品質之參考。在資金有限與需求競爭的條件下,醫療院所執行老人健檢服務之流程與設施,對醫院管理將是重要思考。

並列摘要


Objectives: This study explored the relationship between the five dimensions of SERVQUAL model and medical healthcare quality, using a sample drawn from the elderly health examinees in a regional hospital. We intended to develop a conceptual framework encompassing medical service quality, patient satisfaction and intention to recommend. The relationship between the three variables was validated by applying structural equation modeling (SEM). Methods: Data was collected from the examinees who returned for the examination results of the elderly health examination program in a branch of the Taipei City Hospital in April 2013 using a structured questionnaire based on the SERVQUAL model. The technique of SEM was adopted to analyze the sampled data and test the hypotheses. Results: The top three items of medical service quality satisfaction were: the medical staff have a friendly service attitude (4.331), the medical staff respect your privacy (4.329) and the medical staff have sufficient professional skills (4.328). The bottom items were: the examination time can be completed in your expected period (4.097), the medical staff can provide customized service according to your needs (4.182). Medical service quality was found to have a significant direct effect on patient satisfaction, as well as on intention to recommend the service to relatives and friends. However, neither direct nor indirect effect of medical service quality on intention to recommend reached a significant level. Conclusions: Results of this study are implicative and referential in forming and deciding the elderly care and healthcare quality policies. Under the harsh conditions of limited budgets and competition demand, facilities and processes used in the elderly health examination are important issues to be concerned in hospital management.

被引用紀錄


黃薇仰(2015)。醫院美學資本對訪客滿意度之影響- 以組織氣候為干擾變數探討〔碩士論文,國立臺北大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0023-1005201615084722

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