頁籤選單縮合
題 名 | 地區醫院護理人員服務品質影響因素關聯分析=The Impact Relation Analysis of Nurses' Service Quality of a District Hospital |
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作 者 | 顏瑞美; 陳國雄; 蔡玲君; 謝家祥; 楊燦; | 書刊名 | 全球商業經營管理學報 |
卷 期 | 10 2018.09[民107.09] |
頁 次 | 頁49-55 |
分類號 | 419.92 |
關鍵詞 | 護理人員; 服務品質; 決策實驗室分析法; Nurses; Service quality; DEMATEL; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究希望透過專家的觀點來瞭解護理人員如何透過服務品質的改善,滿足病患服務的需求,提升病患對護理人員的滿意度。站在醫療服務產業第一線的護理人員,一直都是醫療院所呈現給病患服務品質的第一印象。本研究藉由文獻找出PZB服務品質模型的五大因素,透過專家問卷,試圖了解護理人員服務品質影響因素的相互關聯性。接著採用決策實驗室分析法(DEMATEL)進行分析,篩選出服務品質的關鍵影響因素。實證研究結果顯示「反應性」因素是核心影響源,影響了「保證性」、「關懷性」、「可靠性」及「有形性」。 |
英文摘要 | This study developed a performance evaluation system to measure nurses' service quality for the improvement of medical service to meet patients' service needs. Through a literature review and expert interviews, this study categorized and applied the content of nurses' service quality into 5 factors of PZB model, including tangibles, reliability, responsiveness, assurance and empathy. This study applied an expert questionnaire and conducted interviews with experienced experts to obtain the opinions. We analyzed responses to the expert questionnaire through the decision-making trial and evaluation laboratory (DEMATEL) method to determine key factor and create a structural model of a decision-making system. Finally, the result revealed that the key influential factor is responsiveness factor which influence the other factors. |
本系統中英文摘要資訊取自各篇刊載內容。