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研究生:謝喜年
研究生(外文):HSIEH,HSI-NIEN
論文名稱:醫療產業內外部顧客服務品質之比較-以高雄地區三家醫學中心為例
論文名稱(外文):Comparison of the quality of healthcare in employee and customers of medical industry-examples of three medical centers in Kaohsiung region
指導教授:鄭時宜鄭時宜引用關係
學位類別:碩士
校院名稱:樹德科技大學
系所名稱:經營管理研究所
學門:商業及管理學門
學類:企業管理學類
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:111
中文關鍵詞:服務品質顧客滿意度內部顧客外部顧客
外文關鍵詞:quality and satisfaction of healthcareemployeecustomer
相關次數:
  • 被引用被引用:15
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  • 收藏至我的研究室書目清單書目收藏:4
隨著全民健康保險支付制度持續地調整,醫療環境跟著快速變遷,致使國內醫療市場已走向高競爭性、低獲利率的時代,因此服務管理的經營概念頗受醫療產業所重視。服務品質與顧客滿意間的關係,早已成為各界所競相探討的領域,然而探討醫療產業內外部顧客間之差異或是以不同醫院不同科別作比較之研究仍不多見。本研究以高雄地區三家醫學中心級醫院的員工以及門診就醫民眾為研究對象,發放問卷進行分析,內部顧客包括醫師、護理人員、醫事人員及行政人員,有效問卷共計373個樣本,探討他們對於其服務的醫院實際提供服務品質的滿意度;另一方面,由於病人與其家屬對於醫院的直接評價是構成醫療服務品質的重要指標,因此也調查外部顧客,包括病患及家屬,有效問卷共計239個樣本,探討其對就診的醫院服務品質的滿意度之差異。研究方法將採用獨立樣本t檢定及多變量變異數分析,透過內外部顧客對於服務品質的滿意度之差異,提出醫療產業提昇服務品質的建議,並擬定顧客導向的醫療服務策略。研究結果顯示醫療產業內部顧客其服務品質的滿意度低於外部顧客;三家不同醫院之服務品質的滿意度有顯著差異;然在不同科別(內科、外科、婦產科、兒科)之服務品質的滿意度並無顯著差異;另外,研究發現內部員工其護理人員對於服務品質的滿意度最低;而醫療服務品質各構面滿意度,會因人口統計變項的不同,而有不同的結果。結論是藉由提昇員工滿意而使病患及家屬得到更好品質的醫療服務,也提昇了醫院的經營績效,並促進其醫療環境的健全發展。
While the national health insurance program reformed continuously and the medical environment transformed rapidly, the domestic medical market has been turning into the highly-competitive, low-profitable ages. Medical industry has started off valuing the importance of the concepts of service management, the relationship between the quality of healthcare and the satisfaction of customers has been a hot issue. The study depicted the difference between employee and customer of medical industry, in terms of varied departments of different hospitals, is rare. This study investigated the rates of quality and satisfaction of healthcare, by questionnaire analysis, of the 373 employee, including physician, nursing staff, paramedical personal, and administrator, of three medical centers in Kaohsiung region. Another important quota of the quality of healthcare is direct measures of patients and/or their family. This study also surveyed 239 patients and/or their family of outpatient clinic to compare the perception difference between employee and customer. Statistical methods using independence sample t-test and multiple variables ANOVA to analyze the differences between employee and customer. This will offer the suggestions for promoting quality of healthcare and creating customer-oriented service strategy. The results showed lower quality and satisfaction of healthcare in employee than in customer. And the nursing staff gave the lowest score. There are significant differences of quality and satisfaction of healthcare among hospitals, but no difference between different departments (internal medicine, surgery, gynecology-obstetrics, pediatrics) of the same hospital. The score of quality and satisfaction of healthcare would vary with the different population variables. The conclusion is by upgrading the quality and satisfaction of healthcare of employee to meet the needs of customers and to develop more efficiency in medical industry.
目 錄
第1章 緒論………………………………………………………………… 1
1.1 研究背景與動機……………………………………………………… 1
1.2 研究目的……………………………………………………………… 4
第2章 文獻回顧…………………………………………………………… 5
2.1 服務品質……………………………………………………………… 5
2.2 醫療服務品質………………………………………………………… 28
2.3 顧客滿意……………………………………………………………… 36
2.4 內、外部顧客………………………………………………………… 42
第3章 研究方法…………………………………………………………… 43
3.1 研究範圍與對象……………………………………………………… 43
3.2 研究架構之模式……………………………………………………… 44
3.3 問卷內容及測量……………………………………………………… 45
3.4 研究假設……………………………………………………………… 48
3.5 統計分析方法………………………………………………………… 49
第4章 研究結果…………………………………………………………… 51
4.1 問卷回收與基本資料………………………………………………… 51
4.2 醫療服務品質構面之敘述統計及信度分析………………………… 56
4.3 內外部顧客對與醫療服務品質三個評估構面的差異分析………… 60
4.4 相關分析……………………………………………………………… 62
4.5 迴歸分析……………………………………………………………… 62
4.6 多變量變異數分析…………………………………………………… 68
第5章 討論與建議………………………………………………………… 73
5.1 研究假設成立與否與原因…………………………………………… 73
5.2 變項的平均數所呈現的意義與討論………………………………… 76
5.3 變項的顯著與否在學理與實務上的寓意…………………………… 79
5.4 研究貢獻……………………………………………………………… 82
5.5 研究限制與後續研究建議…………………………………………… 83
參考文獻…………………………………………………………………… 84
附錄一 內部顧客問卷……………………………………………………… 91
附錄二 外部顧客問卷……………………………………………………… 94
表目錄
表2.1 實體產品與服務特性之比較………………………………………… 6
表2.2 「服務傳遞中的顧客化程度與員工自由判斷程度」分類表……… 9
表2.3 PZB 服務品質因素與意義………………………………………… 19
表2.4 SERVQUAL 量表之五大構面與二十二項評量項目彙整表……… 21
表2.5 應用PZB 服務品質缺口模型之相關研究………………………… 22
表2.6 服務品質構面的定義彙整表……………………………………… 23
表2.7 顧客認為服務品質佳的原因分析表……………………………… 25
表2.8 顧客認為服務品質不佳的原因分析表…………………………… 26
表2.9 顧客認為不同行業服務品質不佳的原因分析表………………… 26
表2.10 醫療品質之相關評估構面彙整表………………………………… 32
表2.11 顧客滿意相關文獻………………………………………………… 37
表2.12 各行業顧客滿意衡量構面彙總表………………………………… 38
表3.1 本研究之抽樣計畫表……………………………………………… 43
表3.2 「結構─過程─結果」與PZB模式的對照表…………………… 44
表3.3 問卷架構內容……………………………………………………… 46
表4.1 本研究樣本之問卷情況一覽表…………………………………… 52
表4.2 本研究樣本之內、外部顧客有效問卷比率情況一覽表………… 53
表4.3 本研究樣本內、外部顧客基本資料表…………………………… 54
表4.4 醫療服務品質結構評估面的平均數、標準差及信度…………… 57
表4.5 醫療服務品質過程評估面的平均數、標準差及信度…………… 58
表4.6 醫療服務品質結果評估面的平均數、標準差及信度…………… 60
表4.7 內外部顧客與醫療服務品質三個評估構面的t檢定分析………… 61
表4.8 三家醫學中心之內外部顧客與醫療服務品質三個評估構面的t檢定分析…61
表4.9 醫療服務品質內外部顧客之三個評估構面的相關………………… 62
表4.10 醫療服務品質結構評估面內部顧客模式之迴歸分析結果……… 64
表4.11 醫療服務品質結構評估面外部顧客模式之迴歸分析結果……… 64
表4.12 醫療服務品質過程評估面內部顧客模式之迴歸分析結果……… 65
表4.13 醫療服務品質過程評估面外部顧客模式之迴歸分析結果……… 66
表4.14 醫療服務品質結果評估面內部顧客模式之迴歸分析結果……… 67
表4.15 醫療服務品質結果評估面外部顧客模式之迴歸分析結果……… 67
表4.16 人口變項在醫療服務品質的三個評估構面之MANOVA分析…… 68
表4.17 人口變項在醫療服務品質結構評估面的ANOVA分析表………… 69
表4.18人口變項在醫療服務品質過程評估面的ANOVA分析表………… 71
表4.19人口變項在醫療服務品質結果評估面的ANOVA分析表………… 72
表5.1 本研究醫療服務品質評估構面之變異數顯著分析彙整表………… 74
圖目錄
圖2.1 Thomas的服務業分類圖………………………………………… 8
圖2.2 消費者評估商品及服務的連續圖………………………………… 10
圖2.3 PZB服務品質模式圖……………………………………………… 16
圖2.4 影響服務品質十個構面圖………………………………………… 18
圖2.5 影響服務品質五個構面圖………………………………………… 19
圖2.6 期望、顧客滿意度和知覺服務品質之間的關係………………… 41
圖2.7 顧客滿意和服務品質的利益……………………………………… 41
圖3.1 本研究架構圖……………………………………………………… 45
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