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研究生:詹幸子
研究生(外文):Hsin-Tzu Chan
論文名稱:門診醫師及護士間外表吸引力之配適與病患滿意度關係之探究
論文名稱(外文):Patient Degree of Satisfaction Relations Inquired Between Outpatient Service Doctor and the Nurse Matches
指導教授:吳成豐吳成豐引用關係鍾燕宜鍾燕宜引用關係
指導教授(外文):Chen-Fong WuYen-Yi Chung
學位類別:碩士
校院名稱:靜宜大學
系所名稱:管理碩士在職專班
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:2010
畢業學年度:98
語文別:中文
論文頁數:63
中文關鍵詞:外表吸引力類化效果病患滿意度服務品質知覺
外文關鍵詞:physical attractionperception of service qualitypatients&apos&apossatisfactionassimilation effect
相關次數:
  • 被引用被引用:6
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  • 評分評分:
  • 下載下載:272
  • 收藏至我的研究室書目清單書目收藏:1
以往研究指出美貌刻板印象會影響顧客產生正面情感與服務感受性,並引發顧客產生社會比較歷程,導致負面情感。因此本研究以服務品質知覺為中介變數,探討醫師、護士的外表吸引力,服務品質知覺及病患滿意度的關聯性。本研究採立意抽樣法,對象為台中縣三家皮膚科診所的門診就醫病患,有效問卷數為272份。研究結果顯示: 1.醫師的外表吸引力對於病患滿意度產生正向顯著影響;護士外表吸引力則未達顯著;2.醫師、護士的外表吸引力對於病患滿意度,會透過病患知覺的服務品質產生中介效果;3.醫師、護士高外表吸引力組所知覺的服務品質與滿意度高於醫師、護士低外表吸引力組;4.護士外表吸引力對病患知覺的服務品質與滿意度的感受性,會依醫師外表吸引力不同而有不同的影響;5.醫師外表吸引力對病患知覺的服務品質與滿意度的感受性,會依病患性別不同而有不同的影響。由於病患對醫護人員的外表有特殊的期望,在招募人員時,應考慮到其外表對病患知覺的影響;另外,低度外表吸引力的醫師,應配置高度外表吸引力的護士,藉以提昇病患知覺的服務品質與滿意度。
Previous researches pointed out that the stereotype of physical attractiveness has an impact on the customers’ positive affectivity and their perception of the service, causing them to experience social comparison process and therefore generating negative affectivity. Thus, this research takes the perception of service quality as the mediator variable, examing the correlation between the physical attractiveness of doctors and nurses, patients’ perception of the service quality and their satisfaction. This research adopts purposive sampling, and the subjects are the outpatients of three dermatological clinics in Taichung County with 272 effective samples. The research concludes: 1. The physical attractiveness of the doctors has an obvious and positive impact on the patients’ satisfaction, while the impact of the nurses’ physical attraction is much less obvious. 2. The physical attractiveness of the doctors and nurses, through the patients’ perception of service quality, has mediating effects on the patients’ satisfaction. 3. Patients’ satisfaction is higher in high physical attractiveness group than in low physical attractiveness group. 4. The influence of nurses’ physical attractiveness on the patients’ perception of service quality and satisfaction level differs and depends on the physical attractiveness of the doctors. 5. The influence of doctors’ physical attractiveness on the patients’ perception of service quality and satisfaction level differs and depends on the gender of the patients. Since the patients have different expectations for the appearance of the medical staff, the importance of their appearance should be taken into consideration of the perception of the patient. Furthermore, less physically attractive doctors should work with highly physically attractive nurses to improve the patients’ perception of service quality and boost their satisfaction.
目錄
中文摘要-------------------------------------------------Ⅰ
英文摘要-------------------------------------------------Ⅱ
目錄 --------------- ------------------------------------Ⅲ
表目錄---------------------------------------------------Ⅴ
圖目錄---------------------------------------------------Ⅶ

第一章 緒論 ----------------------------------------------1
第一節 研究背景與動機 -------------------------------------1
第二節 研究目的-------------------------------------------3
第三節 研究流程-------------------------------------------4
第二章 文獻探討-------------------------------------------5
第一節 第一印象-------------------------------------------5
第二節 外表吸引力-----------------------------------------5
第三節 外表吸引力與滿意度之關聯性---------------------------6
第四節 外表吸引力與服務品質知覺的關聯性----------------------7
第五節 醫療服務品質與滿意度之關聯性-------------------------10
醫療服務品質---------------------------------------10
病患滿意度-----------------------------------------12
第六節 類化效果-------------------------------------------15
第三章 研究方法-------------------------------------------16
第一節 研究架構-------------------------------------------16
第二節 研究對象-------------------------------------------17
第三節 抽樣方法-------------------------------------------19
第四節 研究變數定義與測量----------------------------------19
醫護人員外表吸引力----------------------------------20
服務品質知覺---------------------------------------20
病患滿意度-----------------------------------------21
病患人口統計變數------------------------------------21
第五節 統計方析方法---------------------------------------22
第四章 研究結果------------------------------------------23
第一節 驗證性因素分析--------------------------------------23
第二節 相關分析-------------------------------------------28
第三節 獨立樣本t檢定---------------------------------------29
第四節 雙因子多變量變異數分析-------------------------------31
第五章 結論與建議----------------------------------------42
第一節 研究結論與理論意涵----------------------------------42
第二節 管理意涵-------------------------------------------47
第三節 研究限制與後續研究建議-------------------------------49
參考文獻-------------------------------------------------51
附件一:問卷---------------------------------------------61


表目錄
表3-1 本研究之樣本資料表----------------------------------17
表3-2 有效樣本描述性分析----------------------------------18
表4-1 驗證性因素分析模式之配適度指標-----------------------23
表4-2 變項的組成信度與變異抽取量--------------------------24
表4-3 醫師外表吸引力-CFA table---------------------------26
表4-4 護士外表吸引力-CFA table---------------------------26
表4-5 SEM配適度---------------------------------------26
表4-6 潛在變項路徑分析效果摘要表---------------------------27
表4-7 各變數之平均數、標準差與相關係數----------------------28
表4-8 組別統計量-----------------------------------------29
表4-9 組別統計量----------------------------------------29
表4-10 獨立樣本檢定摘要表----------------------------------30
表4-11 多變量檢定-----------------------------------------32
表4-12 受試者間效應項的檢定--------------------------------33
表4-13 護士外表group-估計的邊緣平均數----------------------34
表4-14 醫師外表group-估計的邊緣平均數----------------------34
表4-15 護士外表group*醫師外表group-估計的邊緣平均數--------35
表4-16 醫師外表group*SEX-估計的邊緣平均數------------------40
表4-17 組別統計量-----------------------------------------41
表4-18 獨立樣本檢定摘要表----------------------------------41
表5-1 本研究假說驗證結果彙整表----------------------------43


圖目錄
圖1-1 本研究流程架構圖------------------------------------4
圖2-1 理性決策模式---------------------------------------12
圖3-1 本研究之觀念性架構圖--------------------------------16
圖4-1 實證模型彙整圖-------------------------------------25
圖4-2 實證模型彙整圖-------------------------------------25
圖4-3 剖面圖-服務品質-護士外表group*醫師外表group----------36
圖4-4 剖面圖-滿意度-護士外表group*醫師外表group -----------37
圖4-5 剖面圖-服務品質-醫師外表group*SEX-------------------39
圖4-6 剖面圖-滿意度-醫師外表group*SEX---------------------40
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