醫療廠商服務品質之研究

A Study on Service Quality of Medical Suppliers

劉宏姿(liu hung tzu)

指導教授 ： 蔡碩倉

亞洲大學/管理學院/經營管理學系碩士班/碩士(2007年)

摘要

本論文研製之研究目的在調查醫療廠商服務品質特性是否具有二維品質。並探討醫療廠商所提供的服務品質之滿意度，瞭解醫院人員對服務品質上的要求。再找出服務品質改善指標，作為醫療廠商服務品質經營上的參考。
醫療廠商是提供醫院所需求的產品的供應商，包括醫療設備與衛材。依據影響顧客滿意度的服務品質項目找出醫療廠商服務品質問項，施測對象包括一般行政採購人員、醫師、護理人員等醫院內部員工的使用經驗加以調查，並做為醫療人員之滿意度之依據。
研究方法依二維品質之歸類方式進行，分別檢定性別、年齡、婚姻狀況、教育程度、月收入、工作地及服務機關及其消費狀況、使用頻率等不同人口統計，是否對醫療廠商服務品質滿意度有顯著不同看法。再利用重要-表現程度分析法(Importance-Performance Analysis，IPA) 將其重視程度與滿意程度做為品質改善指標來分析本問卷統計數據。
結果發現醫療廠商所提供的服務品質要素，具有二維品質屬性。醫療廠商在服務品質改善指標，在可靠性和反應性上的服務品質，都呈現非常重視與非常滿意的情況，都建議應「繼續保持」。醫療人員對服務人員的行為，掌握顧客需要的重視程度很高，然而卻無法滿足醫院人員的要求，屬於醫療廠商應執行的「改善重點」。醫院的醫療人員在對於服務上所提供有形性的服務品質中，對於醫療廠商擁有的實體設備部份與服務人員的儀表及在情感性構面方面重視程度不高，實際體驗也很低，屬於「未來改善參考」部分。最後，醫療廠商提供醫材相關教育訓練其重視程度不高，然實際體驗時感受很滿足的部份，應屬醫療廠商的「附加價值」的收穫部份。使顧客達到滿意的服務品質。

關鍵字

醫療廠商、服務品質、二維品質、重要表現分析、滿意度

並列摘要

A procedure is research purpose that thesis develop this investigate medical suppliers service quality characteristic have Kano two-dimensional quality. Understand hospital staffs’ demand with satisfaction of service quality of medical suppliers. And then find out the service quality and improve the indicator, service quality and manage reference on the medical suppliers.
The medical suppliers are offering products of the demand of hospital, including medical equipment and consumer’s device. According to influencing the service quality project of customer satisfaction to find out the medical suppliers and customer service people and interrogate one, the end user experience of the hospital include general administration's purchasing, doctor, nursing staffed. Is investigated to be it examine target to construct it for the basis of medical personnel's satisfaction.
The research approach goes on in accordance with the two-dimensional quality way of sorting out, assay such different demography as sex, age, marital status, education degree, income, area of working, hospital type and the situation and frequency of contact, etc. separately, whether service quality satisfaction and show different views to the medical suppliers. It is Importance-Performance Analysis, IPA that to improve index and satisfaction quality indicator for analyze this questionnaire statistics.
Finally, found the service quality that the medical suppliers offered had two-dimensional metric attributes. The medical suppliers are improving the service quality indicator, the service quality on the dependability and responsively, show to pay much attention to all proposing answering with very satisfactory situation should be ' continue keeping '. Service people are know the customer needs, but can't meet hospital staffs' demand; belong to what the medical suppliers should carry out ' improve the focal point '. The medical staffs of the hospital are in the tangible service quality, the medical suppliers have the innovation equipment and appearances in emotion. Actually, it is very few to experience, but belong to ' improving and consulting in the future '. Finally, medical suppliers is offer material relevant education and training in high attention degree , but very satisfies while experiencing actually, should belong to some gains of the ' additional value ' of the medical suppliers . All of this make customers satisfied service quality.t

並列關鍵字

Medical Suppliers, Service Quality, Kano, IPA, Satisfaction

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