以結構方程模式探討門診病患對藥事服務滿意度－以南區醫學中心為例

The study of outpatient satisfaction with pharmacy service using the structural equation modeling -Example of the Southern Taiwan Medical Center

黃彩桂(Tsai-Kuei Huang)

指導教授 ： 李勇進

高雄醫學大學/藥學院/藥學研究所碩士在職專班/碩士(2007年)

摘要

本研究之目的是藉由理論探討與實證研究分析，來瞭解影響門診病患對藥事服務滿意度的衡量構面。發展並驗證藥事服務滿意度的模式，進而瞭解病患及家屬對於醫院門診藥局藥事服務的感受，以作為提昇服務品質之參考。以Donabedian的「結構－過程－結果」方法為基礎。加上Zeithaml & Binter提出顧客滿意度會受服務品質、價格、情境、產品品質與個人因素的影響。針對南區三家醫學中心的門診病患及就診家屬為研究對象，並以問卷方式調查。發放之300份問卷中，回收有效問卷共294份，問卷中對於滿意度的衡量方式採用李克特（LIKERT scale）五點量表。回收之資料利用敘述性統計、因素分析、信度分析及結構方程模式等方法進行資料分析。首先以因素分析萃取四個構面分別是環境設施面、候藥時間面、調劑服務面、互動關懷面。再以結構方程模式工具軟體驗證分析變項之間的關係，進行模式適配度評估。結果顯示所建立之藥事服務滿意度模式適配度良好。四項因素構面對滿意度的影響也有顯著的意義，並且呈現正向關係。藉此藥事服務滿意度的研究，可以提供醫院藥局作為衡量藥事服務滿意度及調整藥事服務內涵的依據，並提供後續研究病患對門診藥局藥事服務滿意研究之參考。

關鍵字

結構方程模式 ； 藥事服務滿意度

並列摘要

This study aimed to explore the dimensions and measurements of the outpatients satisfaction with pharmacy services in which the cause and effect relationships were also developed and examined. Finally, it was hoped to realize the perceptions as well as to increase the satisfaction accordingly. The structure-process-result model of Donabedian was applied in this study. A questionnaire with Likert’s 5-points scale was developed to measure the satisfaction and conducted in three major medical centers in the southern Taiwan. Factor analysis was firstly performed to explore the dimensions and then the structural equation model was used to examine the cause and effect relationships among them.A total of 294 out of 300 questionnaires were finally collected. Four dimensions were identified as environmental facilities, waiting time, dispensing services and interactive concerns. Also, the results showed a goodness of fit by using structural equation model which fitted the observed data well and highly correlated with each other. The four dimensions have significant influence on the level of satisfaction with positive correlations. According to this investigation, we hoped to provide more information as the basis to increase the satisfaction with the pharmacy services and also served as references for future studies.

並列關鍵字

Structural equation modeling ； pharmacy service

參考文獻

參考文獻

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