服務品質、關係品質對服務成效之研究 ─以桃園縣醫療體系為例

The Effects of Service Quality and Relationship Quality on Service Effectiveness－An Empirical Study of Medical System in Taoyuan County.

林冠宇(Kuan-Yu Lin)

指導教授 ： 湯玲郎

元智大學/管理學院/企業管理學系/碩士(2008年)

摘要

早期療育在許多國家的學術與臨床研究中都可以看到顯著的成效，多數專家一致認為學齡前0-6歲是早期療育的黃金時期，若能透過醫療、教育、福利的介入，將可減少發展遲緩兒童未來造成障礙的可能性，或減輕未來障礙的程度，可見早期療育服務的重要性。基於國內對醫療體系早期療育服務品質之實證研究較為缺乏，本研究探討兒童家長對醫療體系提供早期療育服務的看法，以瞭解服務品質、關係品質對服務成效的影響，並找出對服務成效有重要影響的構面。
本研究調查對象以桃園縣伊甸基金會建檔之發展遲緩兒童為例，探討其家長對於桃園縣醫療體系提供早期療育服務之看法，本文共郵寄問卷898份問卷，而有效回收問卷140份，本研究運用SPSS統計軟體進行分析，研究變數包含了服務品質、關係品質以及服務成效滿意度。由本文對各變項間的分析結果可知，醫療機構的服務品質會顯著正向影響發展遲緩兒家長對機構的關係品質，服務品質對服務成效滿意度會有顯著的正向影響，關係品質對服務成效滿意度有顯著的正向影響；當發展遲緩兒家長對於醫療機構感到信任，較易對此機構給予承諾。此外，在迴歸模式的驗證下，發現關係品質對服務品質與服務成效滿意度具有部分中介效果，易言之，醫療機構藉由服務品質與關係品質的改善，進一步雙雙提升發展遲緩兒家長對於早療服務成效的滿意度。

關鍵字

早期療育 ； 服務品質 ； 關係品質 ； 滿意度

並列摘要

The early interventions in the science and the clinical research all have significant effectiveness in many countries. Most experts consider the school age previous 0-6 year old is the gold time of the early intervention. If we can utilize the interventions of the medical, the education, and the welfare, they will help the developmental delay children reduce the possibility of the barrier or relieve the degree of the barrier in the future. So we can know importance of the early development therapy service. Because domestic empirical study of the early interventions service quality of medical system are more deficient, this research discusses the parents’ views of the early developmental therapy the medical system provided in order to understand the effects of service quality and relationship quality on service effectiveness and find the aspect has the important influence on service effectiveness.
This research takes the developmental delay children from the data of Eden Social Walfare Foundation in Taoyuan county as the research sample and discusses their parents’ views of the early developmental therapy the medical system provided. This research is based on mail survey and mails total 898 questionnaires. There are total 140 useful questionnaires in this research and use the SPSS statistics software to analyze these data. The research variable contains service quality, relationship quality, and service effectiveness satisfaction. According the analysis result identifies the service quality of medical institution can significantly positively affect the relationship quality between the developmental delay children’s parents. The service quality can significantly positively affect the service effectiveness satisfaction. The relationship quality can significantly positively affect the service effectiveness satisfaction. When the developmental delay children’s parents feel trust in medical institution, they will easily make a commitment to institution. Besides, we can find the relationship quality has the partial mediating effect on the service quality and the service effectiveness satisfaction. In other words, the medical institution can improve the service quality and the relationship quality to increase the service effectiveness satisfaction futher.

並列關鍵字

Early Intervention ； Service Quality ； Relationship Quality ； Satisfaction

參考文獻

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