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題 名 | Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan=運用SERVQUAL探討患者對護理服務之品質不確認程度 |
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作 者 | 周守民; 陳彩鳳; 顏妙芬; | 書刊名 | The Journal of Nursing Research |
卷 期 | 13:2 2005.06[民94.06] |
頁 次 | 頁75-84 |
分類號 | 419.7 |
關鍵詞 | 護理服務品質; 品質不確認; 重返意願; 轉介意願; SERVQUAL; Service quality; Nursing service quality; Quality disconfirmation; Intent to return; |
語 文 | 英文(English) |
中文摘要 | 本研究的目的乃在決定患者對護理服務之期望與感受間之品質不確認程度(Quality Disconfirmation)及其與患者滿意度、重返意願、及推介意願間之關係。護理品質評估乃依據Parasuraman、Zeithaml與 Berry(1985)所提出Gap Model中之五個品質層面,包含機構與人員之外觀(tangibles)、人員可靠性(reliability)、反應性 (responsiveness)、可信性(assurance)、及同理心(empathy)。本研究使用修改型SERVQUAL (service quality)問卷調查整體品質不確認程度,共有186位個案。所有個案乃自台北市一所醫學中心依隨機選出之十五個內外科單位中產生,問卷調查回收率為 92%。使用之統計方法為敘述性統計及多變項迴歸分析,而個案之基本資料項目視為共變數。反應性是個案對醫院整體滿意度之重要預測因子 (p=.0003);可靠性是個案對護理整體滿意度之重要預測因子(p<.00005);護理人員是否具備同理心是預測個案推介意願之重要因子 (p=.001)。 |
英文摘要 | The purpose of this study was to determine the extent of disconfirmation of the perceived quality of nursing services, and its relationship to patient's satisfaction, intent to return, and intent to recommend to others. The service dimensions were tangibles, reliability, responsiveness, assurance, and empathy, which were adopted from the Gap model of Parasuraman, Zeithaml and Berry (1985). A total of 186 subjects was tested by a modified SERVQUAL (service quality) instrument. These subjects were from 15 randomly selected medical-surgical units in a medical center in Taipei, Taiwan, Republic of China. The response rate was 92%. Descriptive statistics and multiple regression were used to analyze subjects' responses. A number of the demographic variables served as covariates in data analysis. Responsiveness was highly significant in predicting overall satisfaction with hospital service (p = .0003). Reliability was significant in predicting overall satisfaction with nursing care (p < .00005) and intent to return. Empathy was a highly significant predictor of intent to recommend. |
本系統中英文摘要資訊取自各篇刊載內容。