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研究生:黃衍熾
研究生(外文):Yen-Chih Huang
論文名稱:應用ANP與DEMATEL建構醫療品質評量指標
論文名稱(外文):Establishing Medical Service Quality Assessment Indicators through the Application of ANP and DEMATEL
指導教授:張蓓蒂張蓓蒂引用關係
指導教授(外文):Betty Chang
口試委員:張蓓蒂吳智鴻黃啟祐
口試委員(外文):Betty ChangChih-Hung WuChi-Yu Huang
口試日期:2010-01-26
學位類別:碩士
校院名稱:國立宜蘭大學
系所名稱:經營管理研究所碩士班
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:2011
畢業學年度:99
語文別:英文
論文頁數:40
中文關鍵詞:醫療服務品質PZB理論決策實驗室法分析網路程序法
外文關鍵詞:SERVQULPZBDEMATELANPSERVQUL
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隨著資本市場的發達,愈來愈多的資本投入醫療產業,讓民眾能得到更充足完善的醫療照護,但也造成醫療產業競爭日趨激烈,醫院為求生存,不僅要注意技術層面,更要注重病患的服務感受,此份研究主要透過探討醫療服務品質,以專家問卷的方式來發掘醫療服務品質重要的構面及準則的權重。探討醫療服務品質時,考量因素較為繁多,除了如何訂定醫療服務品質構面及準則之外,也要考量到醫療服務品質的構面及準則之間相依或回饋的關連性。本研究提出一個醫療服務品質的評估方法,使用SERVQUL模式的5大構面及22項準則來定義醫療服務品質,並以決策實驗室法(Decision Making Trial and Evaluation Laboratory, DEMATEL)得知各構面間及準則間的因果關係及關連度大小,及分析網路程序法(Analytic Network Process, ANP) 量化專家意見以求出各構面及指標的權重,建構評估模式,再以問卷的方式進行評分,醫院可從評量的結果來調整營運,以提供改善醫療服務品質的方向,而此次調查結果得知“醫院的服務人員能夠具有足夠的專業性”、“醫院能確實達成承諾的服務”及“醫院的服務人員的處理能力能夠讓病患有安全感”為病患最注重的項目。
Over the past few decades with the development of capital markets, there are more and more capital investment in medical industry. Though, people can get more adequate medical care improvement, it resulted in an increasingly fierce competition to health care industry. Medical institutions for the sake of survival, not only pay attention to the technical level, but also should pay attention to a patient's service experience. The purpose of this report is mainly through on medical service quality, via expert questionnaire approach to dig out the important dimensions and Factors for the weight from experts’ aspects. In exploring the quality of medical services, taking numerous factors into consideration at the same time is a must, In addition to the quality of medical services, how to set dimensions and Factors; we also have to consider the correlation between them. As the dimensions and Factors of the medical services quality often have dependencies or feedback cases in between, there is mutual influence between its dimensions and factors, their weights are also more complex to decide. Therefore, those factors are also must be considered when assess the quality of health care services. The study proposes a health care service quality assessment method, using SERVQUL scale five major dimensions and 22 factors to define the quality of medical services. Learn the relationship and the degree of size of connected among the various dimensions and factors by Decision making trial and evaluation laboratory (DEMATEL), then, using Analytic Network Process (ANP) to get the weight for each dimensions and factors and form a score conclusion of service dimensions and factors. The method will be the reference for hospital management. Medical institutions can improve the poor ones based on the factors that has bigger size of weighted or connected. According the results of this study, the most important factors are “Employees get adequate support to do their jobs well“, “When promises to do something, it does so “ and “Feels safe in patient’s transactions with employees“
TABLE OF CONTENTS
PAGE
COVER PAGE
AUTHORITY
RECOMMANDATION
SIGNATURE
ABSTRACT(CHINESE) V
ABSTRACT(ENGLISH) VI
ACKNOWLEDGETABLE OF CONTENTS VIII
TABLE OF CONTENTS IX
LIST OF FIGURES XI
LIST OF TABLE XII

Chapter I. INTRODUCTION
1.1 Background and Motivation 1
1.2 Purpose of the study 3
1.3 Thesie framework and process 5


Chapter II. LITERATURE REVIEW
2.1 Service quality (SERVQUL) 7
2.2 Five dimension and twenty- two factors of Service quality 10

Chapter III. CONCEPT OF ANP AND DEMATEL
3.1 The Analytic Network Process (ANP) 14
3.2 The Decision Making Trial and Evaluation Laboratory(DEMATEL) 18

Chapter IV. THE APPLICATION OF THE ANP AND DEMATEL
4.2 DEMATEL Questionnaire design and results 22
4.3 ANP Questionnaire design and results 26
4.4 Empirical Investigation 33

Chapter V. DISCUSSION AND SUGGESTIONS 35

Chapter VI. CONCLUSION 37

REFERENCE 38

Reference

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