頁籤選單縮合
題 名 | 醫院住院服務品質之研究=Hospital Inpatients Service Quality Research |
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作 者 | 陳正男; 曾倫崇; | 書刊名 | 管理評論 |
卷 期 | 16:2 1997.07[民86.07] |
頁 次 | 頁97-110 |
分類號 | 419.2 |
關鍵詞 | 服務品質; 醫院行銷; Service quality; Hospital marketing; |
語 文 | 中文(Chinese) |
中文摘要 | 近年來,台灣醫學知識普及且醫技不斷的發達,醫療市場的競爭也日趨激烈。全民健保實施後,有關醫療服務品質的爭議日多。故本研究試圖建立醫院的「住院服務品質模式」,以期改善其服務品質,提高顧客的滿意度,並進而增進顧客和醫院工作人員間的互動關係。 本研究發現,住院顧客實際知覺的服務品質都比預期來的低(負缺口),各醫院和各科別的情況不盡相同。而住院顧客實際知覺的服務品質,除了住院顧客的病歷保密一項外,其餘都比工作人員來的高(正缺口),各醫院的情況有所差異。 |
英文摘要 | Taiwan's recent developments in the field of medical knowledge and expertise have gradually increased the competition in the medical market. After the introduction of the National Health Insurance, medical quality has become a commonly debated subject. This research tries to establish the model of ”hospital inpatients service quality” to improve service quality and consumer satisfaction and to increase the interaction between hospital staff and the consumer. Our research discovered that the perception of inpatients toward service quality is lower than expected (negative gap) with some differences among hospitals and departments. The perception of service quality of inpatients is higher than that of the hospital staff (positive gap), except for one case: the secrecy of inpatients medical records; with some differences among hospitals. |
本系統中英文摘要資訊取自各篇刊載內容。