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題名 | 服務品質、服務過程與服務結果之認知差異:臺南地區三家教學醫院之實證之研究=Interrelationship between Service Quality, Service Process, and Service Result: An Empirical Study of Teaching Hospitals in Tainan |
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作者 | 吳萬益; 蘇國楨; | 書刊名 | 高苑學報 |
卷期 | 5:2 1996.08[民85.08] |
頁次 | 頁359-372 |
分類號 | 419.47、419.47 |
關鍵詞 | 醫院選擇要素; 教學醫院; 服務品質; Hospital selection criteria; Teaching hospitals; Service quality; |
語文 | 中文(Chinese) |
中文摘要 | 自從1985年Parasuaman,Zeithaml及Berry提出PZB服務品質模式以來,國內外許多學者均以此模式為基礎來探討之服務品質與期望品質之差距,但PZB模式僅強調填補此差距(GAP)之重要性,卻未能探討醫院服務品質與病患選擇就診因素之関係。故PZB模式似必須加以修正,以符合醫院之服務屬性。本研究擬針對上述有關醫院服務品質研究方之問題點,進行有系統之分析探討,並以台南地區三大教學醫院之門診病患為研究群體,再從各醫院之服務設施、服務過程及服務結果等三個構面來探討其間之差異性與互動性。 研究結果顯示,病患對於整體服務設施,服務過程及服務結果而言,以成大醫院最佳,奇美醫院攻之,省立醫院再次之。病患對於排隊掛號時間、診療等候時間、醫療費用之合理性及醫生之服務態度等方面有較多之抱怨。而在交通便利性、現代之醫療設備、等候時間及收費項目標示等項目,病患之期望較醫護人員之看法為高。 |
英文摘要 | Since Parasuaman, Zeithaml and Berry established the PZB model in 1985. many local studies have adopted this model to evaluate the cognitive gaps between perceived service quality of patients and that of hospital staffs. This model has provided very significant contibution for understanding the nature of service quality, but it did not evaluate the relationships between hospital service quality and patients' hos-pital selection criteria. The purposes of this study are firstly. to systematically survey the above research issues for service qualities of three major teaching hospitals in Tainan and then identify a research frame-work. Secondly, to evaluate the differences of service qualities for these three major teching hospitals. Thirdly. to identify the dynamic relationships among service facilities. service processes and service results. The results indicated that. as an overall evaluation. National Cheng-Kung University Hospital achieved highest rating. followed by Chi-Mei Hospital and Provincial Tainan Hospital. Patients tended have many complaints on the waiting time of registration and diagnosing. the reasonability of fees and expenses. and employee's attutudes toward services for patients. It appeared to have highest cognitive gap between patients and hospital employees on modernity of diagnosing equipments. waiting time. and itemizing fees and expenses. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。