(3.238.186.43) 您好!臺灣時間:2021/02/28 11:27
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:蕭杏卉
研究生(外文):Hsing-Hui Shiau
論文名稱:等候環境、等候資訊、知覺等候時間、負面情感與服務滿意關聯性之研究-以北部醫學中心為例
論文名稱(外文):The Relationship among Waiting Environment, Waiting Information, Perceived Waiting Time, Negative Affectivity and Service Satisfaction─Cases from Medical Centers in Northern Taiwan
指導教授:劉基全老師
指導教授(外文):Ji-Chyuan LIOU
學位類別:碩士
校院名稱:國防管理學院
系所名稱:資源管理研究所
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:2008
畢業學年度:96
語文別:中文
論文頁數:70
中文關鍵詞:等候環境等候資訊知覺等候時間負面情感服務滿意
外文關鍵詞:Waiting EnvironmentWaiting InformationPerceived Waiting TimeNegative AffectivityService Satisfaction
相關次數:
  • 被引用被引用:2
  • 點閱點閱:832
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:4
服務業當遇到需求變動時,產能和需求無法配合便會產生顧客等候的現象。在諸多服務業中,醫院門診病患等候時間的情形是很常見的(管仁澤等學者,2000),醫院門診病患在等候時,對於等候時間、等候時所獲得的資訊,等候環境、等候情緒與服務滿意之關聯,對醫院的管理是重要的,因此本研究乃以接受門診數較多的北部醫學中心為對象,探討並了解在等候門診之病患與服務滿意之間的關係,主要探討的內容包含:等候資訊及等候環境與其他變項(負面情感、服務滿意、知覺等候時間)間的關聯性;病患之服務滿意是否會受到個人負面情感、知覺等候時間的影響;以及病患在等候時之負面情感是否會受個人知覺等候時間的影響。本研究利用問卷調查法,針對北部醫學中心已有等候門診經驗之病患進行調查,計發放340份問卷,無效問卷68份,回收有效問卷272份,並將問卷以結構方程模式進行分析。研究結果顯示:等候資訊對知覺等候時間有負向的影響、等候環境對負面情感有負向的影響及等候環境對服務滿意有正向的影響,但等候環境對知覺等候時間無顯著的影響;知覺等候時間及負面情感對服務滿意有負向的影響;知覺等候時間對負面情感有正向的影響。
When a service company meets requirement fluctuation and its capacity can't match the requirement, customer waiting occurs. In the service industry, the clinic patient waiting is often happened at the hospital (Kuan et al., 2000). During the clinic patients’ waiting period, the relationship among perceived waiting Time, waiting environment, waiting information, negative ffectivity and service satisfaction is important to the hospital management.Consequently, this research took the clinic patient of medical centers in Northern Taiwan that many clinic patients go to the centers for curing as cases to explore the relationship among waiting information, waiting environment and other variables (negative affectivity, service satisfaction, perceived waiting time), whether the patient's service satisfaction would be under the influence of personal negative affectivity and perceived waiting time, and if the patient's negative affectivity would be under the influence of perceived waiting time. This research surveyed the clinic patient of medical centers in Northern Taiwan who had the waiting experience for the clinic service. 340 questionnaires were collected and among them 272 questionnaires were valid. And then the questionnaires were analyzed by Structural Equation Model. The results showed that waiting information has negative influence on perceived waiting time; Waiting environment has negative influence on negative affectivity and waiting environment has positive influence on service satisfaction, but waiting environment has no significant influence on perceived waiting time. Perceived waiting time and negative affectivity has negative influence on service satisfaction. Perceived waiting time has positive influence on negative affectivity.
中文摘要 i
ABSTRACT ii
目 次 iii
表 次 v
圖 次 vi
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.3 研究流程 3
1.4 研究範圍 4
第二章 文獻探討 5
2.1知覺等候時間 5
2.2等候環境 7
2.3等候資訊 9
2.4負面情感 10
2.5服務滿意 11
2.6各構面之關聯 16
第三章 研究方法 19
3.1研究假設 19
3.2研究架構 19
3.3操作型定義 20
3.4抽樣方法與資料蒐集 21
3.5問卷設計 21
3.6 資料分析方法 26
第四章 研究結果 29
4.1樣本結構分析 29
4.2估計方法選擇 31
4.3測量模型分析 32
4.3.1 驗證性因素分析 32
4.3.2 信度分析 36
4.3.3 收斂效度 37
4.4最終模式之整體模式適配度 38
4.5相關分析 39
4.6理論模型分析 40
4.7研究假設檢定 41
第五章 結論 44
5.1研究結論 44
5.2管理意涵 46
5.3研究限制 48
5.4後續研究建議 49
參考文獻 50
附錄 : 正式調查問卷 56
表 次
表2.5.1病患滿意度之衡量構面 15
表3.5-1 各研究變數題項 22
表3.5-2 前測樣本特性 23
表3.5-3 前測之變項因素負荷量 24
表3.5-4 預試問卷刪除題項與信度分析彙整表 26
表4.1基本資料比例表 29
表4.2 觀察變項之平均數、標準差、偏態及峰度 31
表4.3.1-1 CFA判斷準則表 33
表4.3.1-2 初始的模型之CFA判斷準則表 34
表4.3.1-3 修正後模式之CFA判斷準則表 35
表4.3.2-1 正式問卷信度分析表 36
表4.3.2-2 建構信度分析表 37
表4.3.3 收斂效度分析表 37
表4.4 最終模式之整體模式判斷準則表 39
表4.5 相關分析表 40
表4.7路徑分析結果 42
表5.1研究假設與實證結果彙整表 46
圖 次
圖1.1 研究流程圖 3
圖2.5 預期-一致性之模式 12
圖3.2 研究架構圖 19
圖4.6 結構模式標準化路徑係數圖 41
一、中文部份
行政院衛生署(91至95年醫院評鑑)。2007年5月9日,取自 http://www.doh.gov.tw/CHT2006/DM/DM2.aspx?now_fod_list_no=9206&class_no=1&level_no=3
吳明隆(2003)。SPSS統計應用學習實務-問卷分析與應用統計。台北:知城數位科技。
吳明隆(2006)。結構方程模式SIMPLIS的應用。台北:五南出版圖書公司。
邱皓政(2006)。結構方程模式LISREL的理論、技術與應用。台北:雙葉書廊有限公司。
勞勃.勒范Robert Levine(1999)。時間地圖-不同時代與民族對時間的不同解釋(馮克芸黃芳田、陳玲瓏譯)。台北:商務印書館。(原著1997出版)
菲利普.金巴多Philip G. Zimbardo與理查.吉瑞格Richard J.Gerring (1997)。心理學導論(游恆山譯)。五南圖書文化。(原著1997出版)
菲利普.金巴多Philip G. Zimbardo(1988)。心理學(游恆山譯)。台北:五南圖書出版公司。(原著1985出版)
勞勃.斯特恩柏克Robert J. Sternberg (2004)。普通心理學(陳億貞譯)。台北:雙葉書廊有限公司。(原著2000出版)
史帝芬.羅賓斯Stephen P.Robbins (2006)。組織行為(李青芬、李雅婷、趙慕芬譯)。台北:華泰文化。(原著2005出版)
菲利普.科特勒 Philip.Kotler (1998)。行銷管理學第九版(方世榮譯) 。台北:東華書局。(原著1997出版)
李怡菁(1999)。等待型態與等待發生的時點對消費者行為影響之研究—以網路銀行為例。未出版之碩士論文,國立中央大學企業管理研究所,桃園縣。
林郁文(2003)。情緒類別、等待發生時點與填補機制對於等待時間知覺與情緒反應之影響。未出版之碩士論文,國立中央大學企業管理研究所,桃園縣。
林叔娥(2003) 。顧客滿意度與忠誠度之關聯性研究 -以某驗證公司為例。未出版之碩士論文,中原大學工業工程研究所,桃園縣。
蘇武龍(2000)。住院服務品質與病患滿意度之探討-以成大、奇美醫院為例。未出版之碩士論文,國立成功大學工業管理學系研究所,台南市。
陳泰佑(2001)。正面情緒類別、填補機制類別對於等待時間知覺的影響。未出版之碩士論文,國立中央大學企業管理研究所,桃園縣。
蔡相君(2005)。醫療品質與知覺價格及病患滿意度對再診意願影響之研究─以兩岸整形美容患者為例。未出版之碩士論文,大葉大學企業管理學系研究所,彰化縣。
崔妮臻(2006)。國道客運乘客等候經驗模式之研究:考量知覺擁擠與公眾自我意識特質。未出版之碩士論文,國立交通大學運輸科技與管理學系研究所,新竹市。
林思潔(2005)。零售擁擠對消費者情緒、調適行為與滿意度之研究。未出版之碩士論文,國立中山大學企業管理學系研究所,高雄市。
陳俞吟(2007)。考量資訊量與資訊複雜度之知覺等候時間。未出版之碩士論文,國立中央大學工業管理研究所,桃園縣。
管仁澤、廖訓禎、廖浩欽、陳日昌、邱德發(2000)。在急診等待檢驗報告的時間對病患滿意度的影響。中華民國急診醫學會醫誌,2(2),34-39。

二、英文部份
Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms, Marketing Science, 12(2), 125-143.
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184-206.
Baker, J., & Cameron, M. (1996). The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions. Journal of the Academy of Marketing Science, 24(4), 338-349.
Bielen, B., & Demoulin, N. (2007). Waiting time influence on the satisfaction-loyalty relationship in services. Managing Service Quality, 17(2), 174-193.
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surrounding on Customer and Employees. Journal of Marketing, 56(2), 57-71.
Cameron, M. A., Baker, J., Peterson, M., & Braunsberger, K. (2003). The effects of music, wait-length evaluation, and mood on a low-cost wait experience. Journal of Business Research, 56(6), 421-30.
Cardozo, R. M. (1965). An Experimental Study of Consumer Effort, Expectation and Satisfaction. Journal of Marketing Research, 2(8), 244-249.
Diaz, A. B. C., & Ruiz, F. J. M. (2002). The Consumer’s Reaction to Delays in Service. International Journal of Service Industry Management, 13(2), 118-140.
Donabedian, A. (1988). The quality of care: How can it be assessed ? Journal of the American Medical Association, 260(12) , 1743-1748.
Durrande-Moreau, A. (1999). Waiting for Service: Ten Years of Empirical Research. International Journal of Service Industry Management, 10(2), 171-189.
Dziekan, K., & Kottenhoff, K. (2007). Dynamic at-stop real-time information displays for public transport : effects on customers. Transportation Research Part , 41(6), 489-501.
Emory, C. W. & Cooper, D. R. (1991). Business Research Methods(4thed). .,Homewood, IL : Richard D. Irwin, Inc.
Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. The Journal of Consumer Research, 10(4), 398-409.
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6-21.
Frijda, N. H. (1993). Moods emotion episodes and emotions. In J. P. Forgas (Ed.), Feeling and thinking: the role of affect in social cognition(chap.14,pp.331-354). New York: Cambridge University Press.
Griffitt, W. (1970). Environmental Effects on Interpersonal Affective Behavior: Ambient Effective Temperature and Attraction. In J. P. Forgas (Ed.), Feeling and thinking: the role of affect in social cognition(chap.1,pp.1-28). New York: Cambridge University Press.
Hair, J. F., Anderson, R E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis(5thed). New Jersy: Prentice-Hall.
Haynes, P. J. (1990). Hating to Wait: Managing the Final Service Encounter. The Journal of Services Marketing, 4(Fall), 20-26.
Hernon, P., Nitecki, D. A., & Altman, E. (1999). Service quality and customer satisfaction: an assessment and future directions. The Journal of Academic Librarianship, 25(1), 9-17.
Hornik, J. (1984). Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior. The Journal of Consumer Research, 11(1), 615-618.
Houston, M. B., Bettencourt, L. A., & Wenger, S. (1998). The relationship between waiting in a service queue and evaluations of service quality: A field theory perspective. Psychology & Marketing, 15(8), 735-753.
Hui, M. K., Dube, L., & Chebat, J. (1997). The Impact of Music on Consumers’ Reactions to Waiting for Services. Journal of Retailing, 73(1), 87-104.
Hui, M., & Tse, D. (1996). What to Tell Consumer in Waits of Different Lengths: An Integrative Model of Service Evaluation .Journal of Marketing, 60(2), 81-90.
Hui, M., Tse, A., & Zhou, L. (2006). Interaction between two types of information on reactions to delays. Marketing Letters, 17(2), 151-162.
Katz, K. L., Larson, B. M., & Larson, R. C. (1991). Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage. Sloan Management Review, 32(2), 44-53.
Larson, R. C. (1987). Perspectives on Queues: Social Justice And The Psychology of Queuing. Operations Research, 35(6), 895-905.
Maister, D. H. (1985). The Psychology of Waiting Lines. In James A. Fitzsimmons., Mona J. Fitzsimmons, Service Management: Operations, Strategy, and Information Technology 4thed, McGraw-Hill, 287-290.
Mehrabian, A., & Russell, J. A. (1974). An Approach to Environmental Psychology. Cambridge, MA:MIT Press.
Nauman, S., & Miles, J. (2001). Managing waiting patients’ perceptions the role of process control. Journal of Management in Medicine, 15(5), 376-386.
Nunnally, J. (1978). Psychometric Theory(2th ed). New York: McGraw-Hill.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. Boston: Irwin McGraw-Hill.
Oliver, R. L., Rust, R. T. & Varki, S. (1997). Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing, 73(3), 311-337.
Ornstein, R. E. (1969). On the Experience of Time. Middlesex, England: Penguin.
Pruyn, A., & Smidts, A. (1998). Effects of Waiting on the Satisfaction with the Service: Beyond Objective Time Measures. International Journal of Research in Marketing, 15(4), 321-334.
Russell, J. A. (1980). A Circumplex Model of Affect. Journal of personality and Social Psychology, 39, 1161-1178.
Rust, R. T., & Oliver, R. L. (1993). Service quality: insights and managerial implications from the frontier. in Rust, R.T. and Oliver, R.L.(Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA.
Ryu, K., & Jang, S. S. (2007). The Effect of Environmental Perceptions on Behavioral Intentions Through Emotions: The Case of Upscale Restaurants. Journal of Hospitality & Tourism Research, 31(1), 56-72.
Seawright, K. K., & Sampson, S. E. (2007). A video method for empirically studying wait-perception bias. Journal of Operations Management, 25(5), 1055-1066.
Taylor, S. (1994). Waiting for Service: The Relationship between Delays and Evaluations of Service. Journal of Marketing, 58(2), 55-69.
Tes, D. K., & Wilton, P. C. (1988). Model of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research , 25(2), 204-212.
Thomas, E. A., & Weaver, W. B. (1975). Cognitive processing and time perception. Perception and Psychophysics, 17, 363-376.
Thompson, D., Yarnold, P., Williams, D., & Adams, S. (1996). Effect of Actual , perceived waiting time, Information Delivery, and Expressive Quality on patient Satisfaction in the Emergency Department. Annals of Emergency Medicine, 28(6), 657-665.
Wakefield, K. L., & Blodgett, J. G. (1994). The Importance of Servicescapes in Leisure Service Settings. Journal of Service Marketing, 8(3), 66-76.
Westbrook, R. A. (1981). Sources of consumer satisfaction with retail outlets. Journal of Retailing, 57(3), 68-85.
Woodside, A. G., Frey, L. L. & Daly, R. T. (1989). Linking service quality, customer satisfaction and behavioral Intention. Journal of Health Care Marketing, 9(4), 5-17.
Zajonc, R. B. (1980). Feeling and thinking: preferences need no inferences. In J. P. Forgas (Ed.), Feeling and thinking: the role of affect in social cognition(chap.1, pp.1-28). New York: Cambridge University Press.
Zakay, D. (1989). An Integrated Model of Time Estimation. Time and Human Cognition: A Life Span Perspective. In I. Levin & D. Zakay, ed., Amsterdam: North Holland.
Zineldin, M. (2006). The quality of health care and patient satisfaction: An exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics. International Journal of Health Care Quality Assurance, 19(1) , 60-92.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔