頁籤選單縮合
題 名 | Health Care Service Quality and Customer Satisfaction: A Case Study of Obstetrics and Gynecology Clinic |
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作 者 | Mohamad, Mahadzirah; Tg. Nordin Tg. Salim; Salim, Tg.; | 書刊名 | Academy of Taiwan Business Management Review |
卷 期 | 2:2 民95.12 |
頁 次 | 頁89-94 |
分類號 | 496.7 |
關鍵詞 | Health care; Service quality; Customers' satisfaction; |
語 文 | 英文(English) |
英文摘要 | This paper reports on the findings of a study that focuses on identifying women’s responses to their recent experience with maternity care. The study explores the relationship between patients’ perception of service quality and satisfaction as they relate to their experience getting services provided by Obstetrics and Gynecology Clinic. The research was undertaken in response to the previous works of traditional medical researches on quality, which mainly focus on the technical nature of health-care events. This means previous researches placed heavy emphasis on the training and updating skills of the physicians and the nature of the actual medical outcome, but neglecting the evaluation of quality from the recipients’ perspective, which is emphasized by many services marketing research. Therefore, an approach from the perspective of services marketing that utilizes different aspects of service quality is conducted in measuring the quality of health care services. Hence, patients’ overall level of satisfaction with different aspects of service delivery is ascertained. The findings of the research uncover several important aspects of service quality that could influence their satisfaction. |
本系統中英文摘要資訊取自各篇刊載內容。