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題名 | 服務品質模式與SERVQUAL在醫療產業的應用=Service Quality Model and SERVQUAL: The Application in Health Industry |
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作者 | 王維蓮; 陸佑甄; 李建勳; 羅光如; | 書刊名 | 銀樺學誌 |
卷期 | 3:2 民94.01 |
頁次 | 頁51-67 |
分類號 | 419.5 |
關鍵詞 | 醫療服務品質; 服務品質缺口模式; SERVQUAL量表; Medical service quality; Service quality model; SERQUAL; |
語文 | 中文(Chinese) |
中文摘要 | 1995年全民健保實施後,民眾就醫的可近性及就醫選擇性增加,對於服務品質的需求相對提升,各醫院開始重視服務品質與病患的滿意度。如何在控制醫療費用成長與醫療品質間取得均衡點,實為現今醫產產業之一大挑戰。本研究的目的在於探討病患就醫時的主要考量因素,藉以提供適當、良好的醫療服務,並進而降低醫療成本支出與提 高病患滿意度。本研究擬從Parasuraman、Zeitham和Berry三位學者所發展之「服務品質缺口模式」與SERVQUAL量表,以及相關實証研究之文獻,探討SERVQUAL量表在台灣醫療產業的應用,藉以發掘影響病患服務品質知覺與期望的相關要素。實證研究之文獻得知可靠性、保證性等構面為病患在判斷醫療機構服務品質時主要考量的因素。 |
英文摘要 | After the implementation of National Health Insurance in 1995, both access and selection of healthcare increase. To meet the demands in service quality, hospitals started to pay attention to the service quality and patient satisfaction. How to balance the control containment and the quality of care has become a critical issue for the health industry. The objectives of this study were to identify the factors when patients seeking for the healthcare, to provide the appropriate and excellent health services, and to reduce the health expenditure and enhance the patient satisfaction. This study used the service quality model and SERVQUAL developed by Parasuraman, Zeithaml, and Berry to discuss the application of the health industry in Taiwan, and to identify the factors for the expectation and perception of service quality in patients. Empirical studies suggest that reliability and assurance are the key factors that patients used to judge the service quality of a health service organization. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。