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研究生:呂明寬
研究生(外文):Lu Ming Kuan
論文名稱:病患等候時間、醫療機構服務品質與滿意度之研究-以南部地區醫院為例
論文名稱(外文):Patient waiting time, medical service quality and patient satisfaction inmedical industry—a case study of a medical institute in southern Taiwan
指導教授:李文智李文智引用關係鄭舜仁鄭舜仁引用關係
指導教授(外文):Li Wen ZhiZheng Shun Ren
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:商務經營研究所
學門:商業及管理學門
學類:貿易學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:104
中文關鍵詞:等候時間服務服務品質醫療服務品質滿意度病患滿意度
外文關鍵詞:waiting timeserviceservice qualitymedical service qualitysatisfactionpatient satisfaction
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本研究探討在全民健保實施後,醫療產業競爭日益激烈的情形下,為提供病患的滿意度,醫療機構該如何提高服務品質,因此本研究分別以服務品質的六個構面,以及病患的等候時間為自變數,病患的滿意度為依變數,來探討彼此之間的關係,試圖從中尋找能夠有效提高病患滿意度的主要因素,做為醫療機構在改善服務品質時的參考建議。
本研究以南部某醫療機構為研究對象,而樣本獲取方式採取親自拜訪該醫療機構(本人或委託同學、親友),將問卷發放給就診之病患填寫,並予以回收。本研究共發出200份問卷,回收181份,有效問卷為159份,問卷有效回收率為79.5%。
本研究採用因素分析、敘述性統計、獨立樣本T檢定、單因子變異數分析、相關分析與迴歸分析來探討各變數間之關係,最後的研究結果發現:
一、病患不論性別,對醫療服務品質的認知,或對滿意度的感受,皆有顯著差異
二、不論是初診或複診的病患,急診、門診或住院病患,對醫療品質的認知與對滿意度的感受皆無顯著的差異。
三、病患的掛號時間、候診時間與領藥時間皆和對醫療品質的認知與對滿意度的感受有顯著的負相關;另外整體等候時間也和對醫療品質的認知與對滿意度的感受亦有高度的負相關。
四、不論是整體的醫療服務分數,或是醫療服務各構面的分數,對病患的滿意度皆有顯著的預測能力,但畢竟醫療資源有限,只要能夠在「反應性」、「關懷性」與「保證性」三方面加強服務品質,就能夠有效提高病患的滿意度。
The present study aimed to investigate how the medical institutes enhance service quality and patient satisfaction in the competitive medical industry after the implementation of national health insurance. Thus, the study examined the relationship between patient waiting time (as independent variable) and patient satisfaction (as dependent variable) with six dimensions of service quality. From the results, the crucial elements determining patient satisfaction may be found, and thus may help to improve service quality in the medical industry. The subject in the research was a medical institute in southern Taiwan. The data were collected from questionnaires, administered to the patients by the medical institute. Totally 200 questionnaires were distributed, and 181 of them were returned. Among the 181 questionnaires, 159 of them were valid. Therefore, the return rate of the valid questionnaires was 79.5%. The study adopted factor analysis, descriptive analysis, independent t-test, one-way ANOVA, correlation and regression to examine the relationship between the variables. The results indicated:
(1) Significant differences were found in the patients’ gender, perceptions of the medical service quality, as well as patient satisfaction.
(2) Insignificant differences were found in the perceptions of the medical service quality and patient satisfaction between new patients, return-check patients, emergent patients, outpatients and inpatients.
(3) The patients’ waiting time for appointment, diagnosis and medication was negatively correlated to their perceptions of the medical service quality and patient satisfaction. Additionally, the patients’ overall waiting time has strong negative correlation with their perceptions of the medical service quality and patient satisfaction.
(4) Patient satisfaction could be predicted from the overall medical service quality as well as each dimension of service quality. However, medical resources were limited. If responsiveness, attentiveness, and assurance from medical institutes could be improved, patient satisfaction may be enhanced.
目錄 IV
表目錄 V
圖目錄 VI
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 3
第二章 文獻探討 4
第一節 病患等候時間 5
第二節 服務的定義與特性 11
第三節 服務品質的定義 17
第四節 滿意度的定義 31
第三章、研究設計與方法 42
第一節 研究架構 42
第二節 研究假設 44
第三節 研究變數的操作型定義 45
第四節 研究設計 47
第五節 問卷設計 47
第六節 分析方法及架構 52
第七節 信度與效度分析 53
第四章 資料分析與研究結果 54
第一節 信度檢定與基本資料分析 54
第二節 因素分析 58
第三節 病患基本人口特性與情境變項對醫療服務品質與滿意度之差異 61
第四節 病患等候時間對醫療服務品質與滿意度之相關性 71
第五節 醫療服務品質對病患滿意度之預測能力 74
第五章 結論與建議 77
第一節 結論 77
第二節 研究建議 78
第三節 研究限制 82
參 考 文 獻 83
附 錄 、「南部地區醫療機構服務品質調查」問卷 92
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