頁籤選單縮合
題名 | 醫療服務體驗、醫病關係品質與忠誠度關聯性之研究=A Study on Relation of Experiences with Medical Services, the Quality of Physician-Patient Relationship and Loyalty |
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作者姓名(中文) | 張松山; 張繽云; 蔡忠榮; 陳虹如; 蔡綵瀅; | 書刊名 | 全球商業經營管理學報 |
卷期 | 9 2017.09[民106.09] |
頁次 | 頁55-66 |
分類號 | 419.47 |
關鍵詞 | 醫療服務; 體驗行銷; 關係品質; 忠誠度; 肺部復健; Medical services; Experiential marketing; Relationship quality; Loyalty; Pulmonary rehabilitation; |
語文 | 中文(Chinese) |
中文摘要 | 隨著醫學科技進步,國民平均壽命延長,民眾就醫需求與健康意識提升,以病人導向為中心的醫療服務品質會是慢性病患期望與要求。全球約有6.5億人口被診斷為慢性阻塞性肺病,其耗用醫療費用相當可觀,必須有效的個案管理及肺部復健介入,來提升自我健康照護能力,有利於改善生活品質。本研究主要目的是從病患觀點對於醫療服務體驗的感受與醫病關係品質的影響,進而探討與病患忠誠度之影響。本研究以問卷調查法,研究對象為南台灣K醫學中心的病患,研究工具為自編之醫療服務體驗、醫病關係品質與忠誠度認知量表,採立意取樣,總計發放問卷80份,回收有效問卷67份,有效回收率83.0%,利用SPSS 23.0統計軟體進行資料統計分析,以敘述性分析、相關分析與迴歸分析,以驗證本研究所提之假設。研究發現病患忠誠度的重要因素,平均值前兩高為:我認為這家醫院服務態度「親切、有禮」、我認為這家醫院醫療人員的專業,給人感到信任。結論為:(1)本研究各研究變項相互間兩兩相關;(2)醫療服務體驗對醫病關係品質具正向顯著影響;(3)醫療服務體驗、醫病關係品質均正向影響忠誠度。實證研究結論與建議,提供相關單位發展出醫療品質指引與未來學術研究參考。 |
英文摘要 | With progress in medical science and technology, the average life span of people has increased. With increasing medical demand and health awareness, the quality of medical service has become patient oriented to meet the expectations and requirements of patients. About 650 million people global were diagnosed chronic obstructive pulmonary disease and resulting in medical costs huge, must promote effective the case management and pulmonary rehabilitation, to enhance self-health care capacity, is conducive to improving the quality of life. The main purpose of this study was to investigate the impact of the patient's view on the medical service experience and quality of physician-patient relationship, then verify the impact on patient loyalty. In This study, the questionnaire as the main research method. Patients were enrolled from South Taiwan Medical Center. The research tools were self-compiled medical service experience cognitive scale and conception sampling is the principle. We had completed total 80 valid questionnaires and 67 valid questionnaires were retrieved. The effective recovery rate is 83.0%. SPSS 23.0 statistical software was used. The results are presented as narrative analysis, correlation analysis and regression analysis to demonstrate the hypothesis proposed in this study. The study found the medical service experience factors that affect the positive impact the quality of physician-patient relationship and patient loyalty, the average high for the first two: "I think service attitude of this hospital are kind and polite". "I think I can trust the hospital medical staff". In conclusion, (1) the variants considered in this study are related to each other; (2) the experience in medical service has a significant positive influence on the quality of physician-patient relationship; (3) the quality of medical service experience module and quality of physician-patient relationship conditions positively affect the loyalty. The conclusions and recommendations of this study can provide relevant units to develop the medical quality guidelines and future academic research reference. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。