醫療品質、病患滿意度與病患後續醫療行爲意圖－以國軍南部某醫院爲例

A Study on the Relationships among Medical Quality, Patient's Satisfaction and Follow-up Medical Behavior Intention: An Example of Army Hospital in Southern Taiwan

許榮譽(J.Y. Hsu) ； 溫源鳳(Y.F. Wen) ； 徐東寶(D.B. Shyu)

《危機管理學刊》 5卷2期 (2008/09) Pp. 49-60

https://doi.org/10.6459/JCM.200809_5(2).0006

摘要

本研究以國軍南部某醫院的門診病患爲研究對象，從醫療服務品質的三個構面（醫療過程、環境設施、病人安全等），探討醫療服務品質、病患滿意度與病患後續行爲意圖的相關性，及人口統計變項與期望服務及知覺服務績效間之差異。
研究結果顯示，病患對個案醫院之整體醫療服務品質的期望服務高於知覺服務績效。軍人在「醫療過程」及「醫院環境設施構面」整體滿意度高於民眾。病患再回診之機率以低教育程度高於高教育程度，男性再回診機率高於女性，軍人再回診機率高於民眾，且初診病患有較高之再回診意願。高滿意度之病患願意介紹親友至案例醫院就診的機率以低教育程度高於高教育程度，在「醫療過程」構面，滿意度越高，正向選擇的機率越高，而願意介紹親友至案例醫院診治之病患對該院整體滿意度與不會介紹親友之病患整體滿意度有顯著之差異。高滿意度病患再回診的機率顯著高於低滿意度病患。

關鍵字

醫療服務品質 ； 病患滿意度 ； 再回診意願

並列摘要

The purpose of this study is to study the relationships among medical care quality, patients' satisfaction and patient's follow-up behavior intention. The patients of Army Force Hospital in southern Taiwan are selected as samples for this study. Three factors, medical procedure, medical facility and patient security of medical care quality, are applied to explore the relationship among medical care quality, patient’s satisfaction and patients' follow-up behavior intention. The differences among population statistics, expectation of service performance and feeling of service performance are also investigated.
The result shows that the expectation of service performance for the whole medical care service quality is higher than the perceptive feeling of service quality. Soldier population has higher satisfactory than that of general regular population in both medical procedure and medical facility. The rate of follow-up intention in low education population is higher than that of high education population. The follow-up intention of male population is higher than that of female population. The follow-up intention of and military population is higher than that of general population. The first visit patients have higher rate of follow-up intention than regular patients. The rate of satisfied patients with high satisfaction that will recommend their family to their same hospital is higher in low education group than high education one. In medical process aspects, the satisfactory rate of patients recommending their family to the same hospital is higher than non-recommending group. The high satisfaction group has higher rate of follow-up intention than that of low satisfaction group.

並列關鍵字

Medical care quality ； Patients satisfaction ； Follow-up Intention

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