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研究生:陳俊成
研究生(外文):Chun-Cheng Chen
論文名稱:醫療服務品質與病患滿意度、忠誠度關聯模型之實證研究--以牙醫門診為例
論文名稱(外文):A Correlation Model of Patient Satisfaction and Loyalty in Quality of Medical Care: A Case of Dental Treatment
指導教授:梁秀精梁秀精引用關係蕭志同蕭志同引用關係
指導教授(外文):Hsiu-Ching LiangIChih-Tung Hsiao
口試委員:陳建文李建裕
口試委員(外文):Chien-Wen ChenChien-Yu Lee
學位類別:碩士
校院名稱:東海大學
系所名稱:經濟系
學門:社會及行為科學學門
學類:經濟學類
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
中文關鍵詞:醫療服務品質滿意度忠誠度
外文關鍵詞:Quality of Medical CarePatient SatisfactionLoyalty
相關次數:
  • 被引用被引用:47
  • 點閱點閱:1887
  • 評分評分:
  • 下載下載:797
  • 收藏至我的研究室書目清單書目收藏:5
摘要

自全民健保制度實施以來,台灣醫療環境已然改變;在現今競爭的醫療環境下,國人對於醫療的需求,不再僅要求醫療的效果,也要求舒適的醫療環境、先進的醫療設備,以及良好的服務品質、親切的服務態度。為順應時代與制度變遷所衍生的趨勢,企業管理的理論與精神被引入醫療產業,就醫者不再只是被視為病患,而是被定義為『顧客』,這種角色的轉換,使得醫療服務的滿意度、與忠誠度逐漸為各大醫療機構所重視。本研究透過建構醫療服務品質之量表,參考Donabedian (1978) 『結構—過程—結果』三個構面的架構,將醫療服務品質分為『硬體設備與環境』、『醫療專業與服務態度』與『醫療效果』,來發展本研究之『醫療服務品質與病患滿意度、忠誠度』的模型。

針對牙科醫療服務品質如何透過民眾醫療滿意度影響病患就醫忠誠度方面之研究並不多;故本研究以一般病患接受牙科醫療服務為例,探討醫療服務品質與病患滿意度、忠誠度之關係。研究結果顯示,『硬體設備與環境』、『醫療專業與服務態度』與『醫療效果』顯著地影響病患滿意度,並透過病患滿意度間接影響病患忠誠度。

Abstract

Since the national health insurance program was implemented on 1996, the medical environment of Taiwan has been dramatically changed with increasing competition among hospitals. Presently the medical organizations have paid much more attention to patients’ satisfaction and loyalty of medical care provided. Therefore, the purpose of this research was to construct an outpatient medical service quality scale. The model of this study was based on the “structure-process-outcome” theorem of Donabedian published in 1978. To develop the model between medical service quality, patient satisfaction and loyalty, we divided the quality of medical care into three aspects, i.e. the “medical instrument and environment”, the “medical specialty and service attitude”, and “the effect of medical care” for further study.

In this research, dental patients were used to investigate the association between the medical service quality, patient satisfaction, and loyalty. The results of this study showed that “medical instrument and environment, medical specialization and service attitude and the effect of medical care” were key factors affecting patients’ satisfaction, and patients’ satisfaction leads to patients’ loyalty.
第一章 緒論 - 1 -
第一節 研究背景與動機 - 1 -
第二節 研究目的 - 6 -
第三節 研究範圍 - 7 -
第四節 研究流程 - 7 -
第二章 文獻探討 - 9 -
第一節 牙科醫療概況與牙科病患就醫行為之探討 - 9 -
第二節 醫療服務品質(QUALITY OF MEDICAL CARE) - 11 -
第三節 病患滿意度(PATIENT SATISFACTION) - 23 -
第四節 忠誠度(LOYALTY) - 25 -
第三章 研究設計與方法 - 28 -
第一節 研究架構與假說 - 28 -
第二節 研究變數 - 33 -
第三節 研究設計 - 39 -
第四節 結構方程式模型 - 41 -
第四章 實證結果分析 - 64 -
第一節 抽樣與資料分析 - 64 -
第二節 研究模型之檢驗 - 70 -
第五章 結論與建議 - 83 -
第一節 結論 - 83 -
第二節 建議 - 84 -
參考文獻 - 86 -
附錄 - 98 -


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