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研究生:鄭雯馨
研究生(外文):Wen-Hsin Cheng
論文名稱:睡眠醫學中心服務品質與忠誠度探討:以中部某醫學中心為例
論文名稱(外文):Assessing the medical service quality and patient loyalty in the center of sleep medicine
指導教授:賴慶祥賴慶祥引用關係
學位類別:碩士
校院名稱:中山醫學大學
系所名稱:醫學資訊學系碩士班
學門:醫藥衛生學門
學類:醫學技術及檢驗學類
論文種類:學術論文
論文出版年:2013
畢業學年度:101
語文別:中文
論文頁數:68
相關次數:
  • 被引用被引用:4
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本研究採用結構式問卷,調查病患社經資料、期望服務品質、感知服務品質及忠誠度,以了解睡眠中心醫療服務品質,並探討病患社經資料、期望與感知服務品質、服務品質滿意度以及忠誠度之間的關係;此外一併加入睡眠量表與憂鬱量表之評分結果進行分析。本研究調查問卷採用SERVQUAL量表,測量期望服務品質、感知服務品質及其忠誠度。經抽樣台灣中部某醫學中心之睡眠中心,進行睡眠檢查的病患,回收有效問卷150份。結果顯示,病患對於睡眠中心的感知服務品質有12項普遍顯著未達病患期望,但有9項指標滿足病患期望,並有1項指標已超越病患期望。
病患社會心理因子中:年齡、學歷、憂鬱傾向顯著影響期望服務品質;期望服務品質五構面顯著影響感知服務品質相對應之構面;而感知服務品質之有形性、保證性、體貼度三構面顯著影響忠誠度。由以上結果,顯示睡眠中心除改善服務品質不足的地方之外,應對於病患的不同年齡、學歷或是具有憂鬱傾向之特質,給予適性化的服務,來滿足病患的期望,以提升睡眠中心之病患忠誠度,讓睡眠中心具備有效的競爭策略。

This study uses a structured questionnaire to investigate the patient’s socioeconomic information, expected service quality, perceived service quality, and loyalty in order to understand the medical service quality in the sleep center and to explore the relationship among the patient’s socioeconomic information, expected and perceived service quality, service quality satisfaction, and loyalty. In addition, it also adds the evaluation result of the sleep inventory and depression inventory to process the analysis. This survey questionnaire uses the SERVQUAL scale to measure the expected service quality, the perceived service quality, and their loyalty. Through sampling from the patients who process the sleeping examination in a sleep center of a medical center located in the middle of Taiwan, there are 150 valid questionnaires collected. The result shows that in general there are 12 items of the perceived service quality in the sleep center significantly below the patients’ expectation, but 9 items of the index meet the expectation, and one item of the index goes beyond the expectation.
Among the patients’ social psychological factors, age, education, and depressive tendency significantly affect the expected service quality. The five aspects of the expected service quality significantly affect the corresponding aspects of the perceived service quality. And the three aspects of the perceived service quality, the tangibility, the assurance, and the considerateness, significantly affect the loyalty. From the above result, it shows the sleep center should not only improve its insufficient service quality, but also provide adaptive service to meet the patients’ different age and education background, or their characteristic of depressive tendency. The sleeping center should satisfy the patients’ expectation and enhance the patients’ loyalty, and furthermore allow this sleep center possessing an effective competitive strategy.


摘 要 i
Abstract ii
致 謝 iii
目 錄 iv
表目錄 vi
圖目錄 viii
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 研究範圍與限制 2
第四節 研究流程 3
第二章 文獻探討 4
第一節 服務品質 4
第二節 醫療服務品質 7
第三節 顧客忠誠度 8
第四節 睡眠障礙與量表 10
2.4.1 睡眠量表 11
2.4.2 憂鬱量表 11
第三章 研究方法 13
第一節 研究架構 13
第二節 研究假設 14
第三節 問卷設計 15
第四節 抽樣對象與統計方法 16
第四章 資料統計與分析 18
第一節 社經資料 18
第二節 量表項目分析 21
4.2.1 內部一致性效標法 21
4.2.2 題項總分相關法 23
第三節 信效度分析 24
4.3.1 效度 24
4.3.2 信度 24
第四節 服務品質評量 25
第五節 社經資料對服務品質及忠誠度之影響分析 29
4.5.1 性別對服務品質及忠誠度之影響 29
4.5.2 年齡對服務品質及忠誠度之影響 30
4.5.3 學歷對服務品質及忠誠度之影響 32
4.5.4 職業對服務品質及忠誠度之影響 33
4.5.5 個人月收入對服務品質及忠誠度之影響 35
4.5.6 到睡眠中心就診原因對服務品質及忠誠度之影響 36
第六節 忠誠度影響因子探討 38
4.6.1 社會心理因子對忠誠度之影響 38
4.6.2 期望服務品質對忠誠度之影響 40
4.6.3 感知服務品質對忠誠度之影響 40
4.6.4 關鍵影響因子 41
第七節 感知服務品質影響因子探討 43
4.7.1 整體感知服務品質影響因子 43
4.7.2 感知有形性影響因子 45
4.7.3 感知可靠性影響因子 46
4.7.4 感知反應力影響因子 46
4.7.5 感知保證性影響因子 49
4.7.6 感知體貼度影響因子 50
第八節 期望服務品質影響因子探討 52
第五章 結論與建議 54
第一節 研究結論 54
5.1.1 影響忠誠度之因子 54
5.1.2 影響感知服務品質之因子 55
5.1.3 影響期望服務品質之因子 55
第二節 未來研究建議 57
參考文獻 58
附表 63

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