精神職能治療服務品質衡量之研究

THE RESEARCH OF SERVICE QUALITY IN A DEPARTMENT OF PSYCHIATRIC OCCUPATION THERAPY

劉 文 靜(Wen-chyn Lue)

指導教授 ： 李弘暉

元智大學/管理學院/管理研究所/碩士(2007年)

https://doi.org/10.6838/YZU.2007.00349

摘要

本論文主要目的在探討由 P.Z.B.理論發展之服務品質量表，適用於醫療服務部門非營利性組織之可行性及實證研究，計算出顧客對服務的期望與實際認知間的差距而來，計算出顧客所給予這兩部份的差異分數，即得出缺口5（GAP5）。另外分析病患是否因性別、年齡、學歷、性格、病房別、接受服務次數等背景變項對精神職能治療服務品質缺口是否有顯著的差異。
本研究嘗試以 P.Z.B模式，主要依SERVQUAL量表之步驟編訂問卷，.發展「松德院區精神職能治療（OT）服務品質問卷」，以AMOS5.0及SPSS10.0進行統計析。研究結果發現以P.Z.B.所提出之服務品質缺口式可以運用在非營利組織，本研究實證結果顯示實際值與期望值在22問項中有顯著差異，表示精神職能治療（OT）服務品質在病患心目中仍有進步的空間。
研究分析發現，臺北市立聯合醫院精神職能治療服務之個案背景變項中，個案性別及接受服務次數等變相對精神職能治療服務品質缺口無顯著的差異。年齡、學歷、性格、病房別等對精神職能治療服務品質缺口有顯著的差異。
本研究之限制在於樣本數稍嫌不足，未來建議問卷發放時間加長，增加樣本收集數量，觀察是否有其他服務品質議題產生。未來研究引用P.Z.B.理論發展之SERVQUAL量表時，多增加專業內涵項目，以便就職能治療醫療服務的細部要素進行評量了解，探討精神職能治療專業性服務之專業內涵項目服務品質，了解精神職能治療服務品質的缺口所在，以利建立全面性服務品質管理機制。

關鍵字

精神職能治療 ； 服務品質

並列摘要

This research discusses the appropriateness of appropriateness of applying SERVQUAL evaluation instrument in non-profit organizations (NPO). It aims to study the significant differences between patients’ perception and patients’ expectations of service quality provided by SAOTU. It intends to study the Gap5 of each attribute in order to improve the service quality provided to customers (i.e. patients) of the Department of Psychiatric Occupational Therapy （DPOT）. In addition, this research paper examines whether gender, age, education, character, ward type and service frequency involvement impact on the variances of Gap5.

This research expects to use SERVQUAL evaluation instrument of the DPOT as an empirical study. The 275 questionnaires prepared are in accordance with the steps of SERVQUAL evaluation instrument. These questionnaires have been distributed to the patients of Taipei City Hospital, Song Campus. As a result 232 questionnaires were completed and returned. Each questionnaire refers to the P.Z.B. Gap model and contains 22 attributes. By applying AMOS and SPSS 10.0 to perform the statistic analysis, the SERVQUAL evaluation instrument of DPOT is obtained.

The final finding of this research is that the P.Z.B. Gap model can be applied in NPO. Based on empirical evidence in this research, five dimensions of service quality have been renamed and redefined to tailor the characteristics of service quality as DPOT. The result of analysis shows that a negative figure of Gap5 in each dimension suggests that DPOT still needs to strivc to improve its service quality to patients.

In this paper, the gender, and service frequency involvement do not show a significant difference with respect to the perception of the service quality of the DPOT. However, the variances exist among various age, education, character and ward type. Therefore the variances that present the major management indicators can be used by various DPOT to facilitate better policies making with regards to the service quality they provide.

This research is limited to the review on the DPOT of Taipei City Hospital, Song Campus. In addition, the model used in this research does not include all of the variables that could affect the decisions made by Psychiatric Occupational Therapy with respect to service quality. Hence, future researchers can focus on this issue and develop further studies.

並列關鍵字

SERVICE QUALITY ； PSYCHIATRIC OCCUPATION THERAPY

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