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研究生:郭宜軒
研究生(外文):Yi-syuan Kuo
論文名稱:病患及其家屬對醫療服務品質、等候時間知覺滿意度之相關性研究
論文名稱(外文):The Study on the Relationship between Patient and Their Family Members to the Medical Service Quality Satisfaction of Perception of Waiting Time
指導教授:陳景元陳景元引用關係
指導教授(外文):Chin-yuah Chen
學位類別:碩士
校院名稱:中臺科技大學
系所名稱:健康產業管理研究所
學門:商業及管理學門
學類:醫管學類
論文種類:學術論文
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:124
中文關鍵詞:醫療服務品質滿意度等待時間知覺
外文關鍵詞:SatisfactionMedical Service QualityPerception of Waiting Time
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目的:本研究以病患及其家屬的觀點,探討等候時間知覺、醫療服務品質對滿意度之間所呈現的關係,並進一步探究醫療服務品質的中介效果,以提供醫院作為建議。
方法:本研究以中部某教學醫院門診病患及其家屬為研究對象,採用結構式問卷調查方式進行研究,問卷共發出300份,回收256份,有效問卷回收率為85%。資料分析方法包含描述性統計、t檢定、單因子變異數分析、皮爾森積差相關分析及迴歸分析。
結果:資料整理後以SPSS進行統計分析,結果顯示:(1)等候時間知覺與醫療服務品質有負相關。(2)醫療服務品質與病患滿意度有正相關。(3)時間知覺與病患滿意度有正相關。
結論:等候時間知覺為影響滿意度之重要影響因素;而醫療服務品質並無中介效果。
Objectives: This study focuses on the impact of perception of waiting time and medical service quality on satisfaction of patient and their family members, further exploring the effect of medical service quality as a mediator. This research will give some constructive advices to the hospital.
Method: A structured questionnaire was sent to 300 and the valid questionnaires were 256. The response rate was 85%. Descriptive statistics, t test, one-way ANOVA, Pearson’s product-moment the correlation analysis were used in data analysis and multiples regression analysis.
Results: In terms of the collected data, the findings of this study are summarized as below. (1)Perception of waiting time has significantly negative influences to medical service quality. (2)Medical service quality has significantly positive influences to patient satisfaction. (3)Perception of waiting time has significantly positive influences to patient satisfaction.
Conclusion: Perception of waiting time as the effect of the important factors of satisfaction; medical service quality has the mediate effect on the perception of waiting time and satisfaction.
誌謝 IV
中文摘要 V
Abstract VI
目錄 VII
圖目錄 IX
表目錄 X
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究問題與目的 3
第三節 研究重要性 4
第四節 研究範圍 5
第五節 研究步驟與流程 6
第二章 文獻探討 8
第一節 醫療服務品質 8
第二節 等候時間知覺 11
第三節 病患滿意度 15
第三章 研究方法 19
第一節 研究架構 19
第二節 研究假說 21
第三節 操作型定義 25
第四節 問卷發展與衡量 29
第五節 樣本與資料收集 31
第六節 信度分析 32
第七節 資料處理與分析方法 33
第四章 研究結果 34
第一節 受測樣本之基本資料敘述 34
第二節 相關分析 70
第三節 醫療服務品質的中介效果 75
第四節 假設驗證結果 77
第五章 結論與建議 83
第一節 結論 83
第二節 建議 89
第三節 研究限制 92
參考文獻 93
中文文獻 93
英文文獻 95
附錄 101

圖目錄
圖1 1研究步驟流程圖 7
圖3 1研究架構 20
圖3 2病患及其家屬掛號等候時間表示圖 25
圖3 3病患病患及其家屬繳費等候時間表示圖 25
圖3 4病患及其家屬抽血檢查等候時間表示圖 25
圖3 5病患及其家屬X光等候時間表示圖 26
圖3 6病患病患及其家屬等候看診時間表示圖 26
圖3 7病患及其家屬等候領藥時間表示圖 26

表目錄
表2 1衡量等待時間知覺的方式 13
表2 2病患滿意度定義 15
表2 3病患滿意度評估方法與內容 16
表3 1量表信度係數(α) 32
表4 1受測者之基本資料 (n = 299) 35
表4 1受測者之基本資料(續) 35
表4 2等候掛號、繳費、抽血、X光、看診、領藥等後時間表 37
表4 3門診各科候診時間表 38
表4 4看診時段等候時間表 39
表4 5就診類別等候時間表 40
表4 6填表人於等候時間知覺之差異分析摘要表 42
表4 7性別於等候時間知覺之差異分析摘要表 42
表4 8填表人年齡於等候時間知覺之差異分析摘要表 44
表4 9填表人居住地於等候時間知覺之差異分析摘要表 45
表4 10填表人學歷於等候時間知覺之差異分析摘要表 46
表4 11填表人職業於等候時間知覺之差異分析摘要表 47
表4 12填表人平均收入於等候時間知覺之差異分析摘要表 50
表4 13填表人看診、陪診次數於等候時間知覺之差異分析摘要表 51
表4 14填表人就診類別於等候時間知覺之差異分析摘要表 52
表4 15填表人看診時段於等候時間知覺之差異分析摘要表 53
表4 16填表人於醫療服務品質之差異分析摘要表 54
表4 17性別於醫療服務品質之差異分析摘要表 54
表4 18年齡於醫療服務品質之差異分析摘要表 55
表4 19居住地於醫療服務品質之差異分析摘要表 56
表4 20學歷於醫療服務品質之差異分析摘要表 57
表4 21職業於醫療服務品質之差異分析摘要表 58
表4 22平均收入於醫療服務品質之差異分析摘要表 59
表4 23看診、陪診次數於醫療服務品質之差異分析摘要表 60
表4 24就診類別於醫療服務品質之差異分析摘要表 61
表4 25看診時段於醫療服務品質之差異分析摘要表 62
表4 26填表人於滿意度之差異分析摘要表 63
表4 27性別於滿意度之差異分析摘要表 63
表4 28年齡於滿意度之差異分析摘要表 64
表4 29居住地於滿意度之差異分析摘要表 64
表4 30學歷於病患滿意度之差異分析摘要表 65
表4 31職業於滿意度之差異分析摘要表 66
表4 32平均收入於滿意度之差異分析摘要表 67
表4 33看診、陪診次數於滿意度之差異分析摘要表 68
表4 34就診類別於滿意度之差異分析摘要表 69
表4 35看診時段於滿意度之差異分析摘要表 69
表4 36等候時間知覺、醫療服務品質、滿意度相關分析 74
表4 37醫療服務品質對等候時間知覺和滿意度的中介效果分析 76
表4 38個人屬性與等候時間知覺之關係 77
表4 39個人屬性與醫療服務品質之關係 78
表4 40個人屬性與病患及其家屬滿意度之關係 78
表4 41等候時間知覺與醫療服務品質關係 79
表4 42醫療服務品質與病患及其家屬滿意度關係 80
表4 43等候時間知覺與病患及其家屬滿意度關係 81
表4 44醫療服務品質中介效果 82
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