臺灣博碩士論文加值系統

近年來，醫療品質逐漸受到消費者(病患)的重視；病患在意不只是醫師的技術，也包括診所環境、助理服務態度、等候時間、價格合理性等。相對於其他醫療領域，牙醫的工作較專門且僅針對牙齒的相關問題進行診斷和治療，因此經營模式較簡單；以往的牙醫診所規模和人員配置小於一般醫院，但近年來，為達規模經濟及品牌效益和增加服務客群及服務項目，各牙醫診所有擴大經營規模的趨勢，甚至有連鎖經營的商業模式出現。在這樣的經營模式下，各分院診所環境、牙醫師技術、服務態度等因素一致性的重要性提高，病患的滿意度也成為品牌一致性的重要測量指標。本研究透過東群牙醫聯盟過去三年滿意度問卷的結果分析出東群牙醫聯盟各診所及整體聯盟歷年的滿意度情形，問卷共分成基本資料、選擇診所原因、滿意度調查及改善建議四大部分，分析結果顯示，女性病人比例高於男性病人、病人回診率高、初診病人較少；以就診原因而言，病人最在意診所醫師純熟技術、服務態度良好及交通方便三個因素；滿意度結果顯示，病患對於醫師專業度均給予較高的滿意度，但等待時間和價格合理性的滿意度均偏低；貼心服務方面，約診卡和看診提醒簡訊為病人較熟知的服務。東群牙醫聯盟也根據以上分析結果提出相關改善措施，包括添購治療椅、提供病患多種價位的治療選擇、增加衛教影片播放頻率等，希望藉此提升各診所服務品質，同時提升病患整體的滿意度。

Of late, consumers are placing increasing emphasis on healthcare quality, focusing not only on the professional quality of practitioners, but also on clinical environments, assistant attitudes, waiting time, and price. Compared to other fields in the medical industry, dentistry is a specific field that caters only to dental issues. Therefore, the operating scale and personnel numbers of most dental clinics are much smaller than the average hospital. However, in recent years, many dental clinics are expanding in an effort to achieve scales of economy and brand recognition; some dental clinics are even developing into franchises. Under these circumstances, the consistency of clinical environments, dentist quality, and service quality at each clinic within the franchise is of high importance, and consumer satisfaction can be considered an indicator of said consistency. This study analyzes three years of consumer satisfaction survey results taken from Tung Chun United Dental Clinics. Analysis results showed that the proportion of female patients was higher than male patients, and that the proportion of returning patients was higher than new patients; practitioner technique, service quality, and location were three of the main reasons given for visiting the clinics; patients were satisfied with practitioner quality at the Tung Chun United Dental Clinics, but were dissatisfied with waiting time and price; in terms of additional services, patients were only shown to be familiar with appointment cards and reminder texts. In accordance with the results shown above, Tung Chun United Dental Clinics implemented a number of improvements in hopes of enhancing service quality and patient satisfaction, including the purchase of relevant equipment, providing patients with differing treatment options with various prices, and increasing the broadcast frequency of educational videos.

誌 謝 i
中文摘要 ii
英文摘要 iii
目 錄 iv
圖目錄 v
表目錄 vi
第一章、緒論 1
第一節、研究背景 1
第二節、研究動機 2
第三節、研究架構 3
第二章、文獻回顧 4
第一節、牙醫醫療產業概況 4
第二節、醫療服務品質概念 11
第三節、病人滿意度 16
第四節、小結 18
第三章、問卷說明 19
第一節、個案診所介紹：東群牙醫聯盟 19
第二節、問卷內容 23
第三節、各年問卷發放及回收情形 27
第四章、問卷分析 30
第一節、各診所分析 30
第二節、綜合分析 56
第三節、進階統計分析 62
第五章、結論 73
參考文獻 75
附錄一 2005-2006年滿意度調查問卷 77
附錄二 2007年滿意度調查問卷 78
附錄三 2008年滿意度調查問卷 80
附錄四 2009年滿意度調查問卷 82
附錄五 2010年滿意度調查問卷 84
附錄六 2011年滿意度調查問卷 86
附錄七 2012-2014年滿意度調查問卷 88

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