頁籤選單縮合
題 名 | 大型教學醫院門診服務品質之探討=An Empirical Research on Out-Patient Service Quality of Teaching Hospitals |
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作 者 | 劉清和; 吳萬益; | 書刊名 | 成功大學學報 |
卷 期 | 32(人文.社會篇) 民86.11 |
頁 次 | 頁129-149 |
分類號 | 419.5 |
關鍵詞 | 醫院選擇要素; 教學醫院; 醫院服務品質; Hospital selection criteria; Teaching hospitals; Hospital service quality; |
語 文 | 中文(Chinese) |
中文摘要 | 隨著國民所得之提高及消費意識之高漲,醫院硬體設備, 醫療技術及服務品質 已成為病患選擇就診醫院之關鍵因素。而在愈來愈競爭之醫療體系中,醫院服務品質之良窳 無疑是促進病患之滿意度及醫院經營績效之催化劑。然而,究竟病患如何評估醫院之服務品 質?國內主要教學醫院之服務品質如何?病患在選擇醫院時會考慮那些重要因素?過去有關 這方面之文獻不多,且多以探索性研究為主,故尚未能有系統的整合相關之變數進行較為系 統之探討。其之,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醫院之服務品質與期望品質之差距,但 PZB 模式僅強調填埔此差距( 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 之關係。 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 院服務品質研究方面之問題點,進行有系統之分析探討,並以國內六大教學醫院〔臺大( B )、成大( A )、 高醫( F )、榮總( E )、長庚( C )及馬偕( D )〕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,病患對於上述六大教學醫院之評價如下:(1) 整體服務結構性構 面之醫院服務能力因素之評價,以 E 及 D 醫院最高; 醫院環境及交通因素之評價 A 及 E 醫院最高。(2) 醫院服務過程構面之醫護人員服務品質因素,以 E 及 A 醫院最高;服務臺 人員服務品質因素之評價,以 E 及 C 醫院最高;掛號手續服務品質因素以 E 及 D 醫院最 高。(3) 至於醫院服務結果構面之評價則以 E 及 B 醫院最高。(4) 而年齡愈低,學歷愈高 ,及家庭收入愈高之病患對於醫院之服務結構性構面、服務過程構面及服務結果構面之評價 則愈低。 |
英文摘要 | Due to the increase of national income and the raises of consumerism, several factors including hospital hardware equipments, medical skills and service quality have become major concerns for people in selecting hospitals. As the environment become more and more competitive, the hospital service quality has certainly become the catalyzer of patient satisfaction and hospital management performances. However, how do paitnets evaluate hospital service quality? What are the major dimensions that should be considered when evaluate hospital service qualities in Taiwan? What are the major dimensions that should be considered when evaluate major criteria for patients to select hospitals? Previous studies on these topics are limited and tend to be exploratory in nature. In addition, the research do not integrate relevant variables systematically into a more comprehensive framework. Furthermore, since Parasuaman, Zeithaml and Berry established their PZB model in 1985, many local studies have adopted this model to evaluate the gaps between perceived service quality of paitents and that of hospital staffs. This model has very significant contribution for understanding the nature of service quality, but it did not evaluate the relationship between hospital service quality nor did it evaluate criteria which patients used to select hospital. The purposes of this research are firstly, to systematically review the literature on the issues of service qualities and then to develop a research framework. Secondlyl, to compare service quality among six major teching hospitals (A, B, C, D, E and F). Thirdly, to explore the relationships among service facilities, service processes and service results. The results indicated that patients gave: (1) The highest rank to E and D hospitals on service facitities. (2) The highest rank to E hospital; the inter mediate rank to A, C, and D hospitals on service processes. (3) The highest rank to E and B hospitals on service results. (4) The younger the patients were, the higher the educational status the patients had, and the higher the family income level, the lower their rank on hospital service quality were. |
本系統中英文摘要資訊取自各篇刊載內容。