護理之家服務品質之探討 -以北部某護理之家為例

THE DISCUSSION OF NURSING HOME’S SERVICE QUALITY -APPLYING PZB THEORY TO NORTH’S NURSING HOME

張麗娟(Li-Chuan Chang)

指導教授 ： 李弘暉

元智大學/管理學院/管理研究所/碩士(2006年)

摘要

為因應社會結構變遷、失能老人對長期照護需求的增加，衛生署近年來增修法案使的台灣地區護理之家的家數大幅增加。護理之家在面對護理之家的家數激增與相關制度的雙重考驗下，藉著提昇服務品質而達到永續經營是每一護理之家所必須面臨的重要課題。
故本研究主要有三個目的：一、探討護理之家服務品質之績效。二、探討護理之家服務品質與使用者滿意度關係。三、了解顧客滿意度和行為意圖的關係。
根據上述研究動機，為了提升護理之家的服務品質，了解護理之家服務品質的缺口，得知住民的真正觀感。確認護理之家明確而立即的改善方向，以提升住民的服務品質。本研究利用P、Z、B所提出之服務品質觀念性模式修改而成的問卷，將問卷發放於北區某護理之家，藉此知道問卷的信度並了解護理之家真實的服務品質缺口。
研究結果發現本護理機構的服務品質缺口，在實際感受和期望感受的差距最需加強的部分為有形性及可靠性，至於住民的個人屬性對於整體滿意度而言，並無顯著性影響。
本研究最後依據研究結論提出經營的具體建議，希望可以提升護理之家的服務品質，藉著提昇服務品質而達到永續經營。

關鍵字

護理之家、服務品質

並列摘要

In order to cope with the transitions of social structure and the increasing necessity of long term disabled elder care, Department of Health has modified acts to allow the increasing of Taiwanese nursing homes by a large extent during recent years. Encounter with double trials from the number explosion of nursing homes as well as related system, through service quality advancement in order to lead to sustainable business operation is the major issue that each nursing home must face with.
Therefore this research has three purposes: 1. Investigate the performance of nursing home service quality. 2. Investigate the relationship between the nursing home service quality and user satisfaction. 3. Understand the relationship between customer satisfaction and behavior intentions.
According to the above mentioned research motive, for the purposes of advancing nursing home service quality, understanding the breaches of nursing home service quality, and recognizing the real impression of residents. To identify the specific and immediate direction of improvement, this would advance the service quality to residents. The research questionnaire applied the service quality impression model provided by P, Z and B with some adjustments. Questionnaires were distributed to one nursing home located in northern Taiwan, as a means to recognize the reliability and understand the real breaches of nursing home service quality.
Study results show that service quality breaches of the nursing institute, with respect to the difference between actual experience and anticipated experience, tangibility and reliability are the parts which need to be enhanced most, as to the personal attributes of residents there is no significant influence on the overall satisfaction.
Finally, this research provides concrete suggestions on business operation according to study conclusions; hope to advance nursing home service quality, through service quality advancement in order to lead to sustainable business operation.

並列關鍵字

nursing home, service quality

參考文獻

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