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研究生:張威國
論文名稱:預算限制下醫院服務品質最佳化模式
論文名稱(外文):A Model to Maximize Hospital Service Quality Under Budget Constraint
指導教授:魏秋建魏秋建引用關係
學位類別:博士
校院名稱:中華大學
系所名稱:科技管理學系
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2006
畢業學年度:94
語文別:中文
論文頁數:108
中文關鍵詞:醫療服務品質Kano 模式數量化模式品質要素品質最佳化模式
外文關鍵詞:medical service qualityKano modelmathematical modelquality elementoptimization quality model
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教育的普及與經濟的發展使得國民醫療知識水準普遍提高,顧客(病患)對於醫療品質方面的期望與要求也越來越高。在此情況下,用以衡量服務品質的「顧客(病患)滿意度」近來不但成為醫療機構重要的績效指標,同時也是吸引病患就診的重要因素之一。因此,為了提升競爭力,醫院除了加強各項醫療服務水準以提升醫療服務品質之外,如何建構一套完整的服務品質衡量模式,已成為各個醫療機構管理的重點。在服務品質的衡量方面,傳統常見的有 PZB 模式與 Kano 模式。二者都是藉由問卷設計與統計分析的方式來了解顧客的需求,藉此,做為品質評估與改善的依據。有鑑於現有品質評估模式少有數量化呈現的方式,因此,本研究欲以不同的方式詮釋品質評估模式,即在圖形化 Kano 模式的基礎下建立數量化及科學化的 Kano 模式。 在現行的醫療環境中,總額預算的實施使得醫院重視成本的控制、醫院評鑑的要求迫使醫院重視品質的提升,因此,如何在有限的預算下妥善分配經費使得品質效果最大,已是醫院不得不面對的重要課題,也是本研究在數量化 Kano 模式下建立「預算限制下醫院服務品質最佳化模式」的原因。 本研究的結果首先將 Kano 模式中圖形化的當然品質、一元品質及魅力品質要素轉化為方程式的方式;進而,導出三類品質要素顧客滿意度增減的數學式;最後,在上列數學式的基礎下建立「預算限制下醫院服務品質最佳化模式」。為了驗證模式的正確與可用性,本研究假設了某個案例,以 LINGO軟體求出合理的數值以驗證模式的有用性。在假設的案例中,當醫院將所有的預算全部用來改善魅力品質要素時,可使全院品質改善的效果達到最大。
The development of education and economy in Taiwan has made people become more aware of medical knowledge, which in turn leads to their higher expectations of medical quality. Under such a circumstance, the customer’s (patients’) satisfaction level becomes an important indicator to evaluate the service quality of a hospital and a main factor for whether or not the patients will visit the hospital. To strengthen the competitiveness of the hospitals, in addition to making efforts to improve both of the service and medical quality, the top priority of the hospital management is to build a comprehensive model to measure the service quality. PZB and Kano models are commonly used to measure service quality. These two models, by using questionnaires and statistical analysis, can help clarify the customer’s demands and therefore provide the hospital managers a way to measure and improve the service quality. Given the fact that there are few mathematical models for service quality evaluation, this study aims to develop a new research dimension in applying Kano graphical model; that is the Kano model will be modified and enforced to become a mathematical and scientific model. In the current medical environment, the implementation of global budget and the criteria set by hospital accreditation program have forced the hospital managers to tightly control cost and fiercely improve quality. Thus, the top concern for the hospital managers is how to maximize service quality under a limited budget. This study uses the mathematical Kano model to develop a model that can maximize the service quality under a limited budget. In this study, the curves representing the Must-Be element, One-Dimensional element and Additional element are fist transformed into formula and then derive iii a mathematical model which can measure the levels of customer’s satisfaction. In the end, a model to maximize service quality under limited budget is established on the basis of the mathematical formula derived. To verify the validity and reliability of the model, an example is adopted and solved using LINGO to assess its effectiveness. The result of the case study shows that the maximum service quality can be achieved when all budgets are used only to improve Additional element.
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