臺灣博碩士論文加值系統

隨著社會變遷、醫療科技的進步、生活品質及教育水準的提昇，大眾對於醫療服務品質的要求也日益提高。為了提高醫學檢驗服務品質，臨床檢驗服務提供者必須定期的評估與持續改善其服務品質以符合服務使用者的期望與需求。本研究採用問卷調查法針對不同對象（門診病患、醫生及護士），應用重要性-表現分析法（importance-performance analysis，簡稱IPA），探討三種對象對於醫學檢驗服務品質的重要性認知及滿意度，瞭解對於醫學檢驗服務品質要優先加強的部份，作為品質改善的參考。在16個針對門診病患的服務品質項目中，有5個落在第二象限：加強重點改善區（重要性高但滿意度低）；14個針對醫生的服務品質項目中，有3個落在第二象限；8個針對護士的服務品質項目中，有1個落在第二象限。依據研究結果，針對這些落在第二象限的服務品質屬性提出有效的改善建議，期望透過持續改善服務品質，提高病患及醫護人員的滿意度，使醫學檢驗發揮最大的作用與價值！

As a consequence of social changes, progress in medical technology, improved quality of life and educational standards, public demand for better medical services has increased. In order to upgrade the quality of medical laboratory, medical laboratory service providers have to be regularly evaluated and continuously improved in order to meet the expectations and needs of service users.
In this study, a questionnaire survey is conducted on outpatients, physicians and nurses. Then, important-performance analysis (IPA) is carried out to understand their recognition of importance and satisfaction with the quality of medical laboratory services. obtain their views on medical laboratory services that need prior improvement, which serve as a good reference for medical lab. The results indicate that the responses to five of the 16 questions associated with outpatients, the responses to three of the 14 questions related to physicians, and the response to one of the eight questions concerning nurses fall in the second quadrant : Concentrate Here (high importance and low satisfaction).
Based on the above results, suggestions for effective improvements of the quality of services included in the second quadrant are presented in this paper in the hope of increasing the satisfaction of both patients and medical personnel through continuous improvement of service quality, so that the quality and value of medical laboratory can be maximized.

誌謝 i
中文摘要 ii
Abstract iii
目錄： iv
圖目錄： vi
表目錄： vii
1. 前言 1
1.1 研究動機 1
1.2 研究目的 2
2. 文獻回顧 3
2.1服務品質相關理論 3
2.1.1 服務品質的定義 3
2.1.2 服務品質的決定要素 3
2.2 顧客滿意度相關理論 6
2.2.1 顧客滿意度 6
2.2.2美國顧客滿意指數模式(American Customer Satisfaction index, ACSI) 7
2.3 重要性-表現分析法 (Important-Performance Analysis, IPA) 9
3. 研究方法 12
3.1 研究方法與對象 12
3.2 問卷設計 13
3.3 信效度分析 14
3.3.1 問卷效度分析 14
3.3.2 問卷信度分析 18
4. 研究結果 21
4.1 門診病患描述性統計及IPA分析 21
4.1.1 門診病患描述性統計 21
4.1.2 門診病患全樣本IPA分析 24
4.1.3 門診病患分群探討IPA分析 27
4.2 醫生描述性統計及IPA分析 32
4.2.1 醫生描述性統計 32
4.2.2 醫生全樣本IPA分析 35
4.2.3 醫生分群探討IPA分析 39
4.3 護士描述性統計及IPA分析 46
4.3.1 護士描述性統計 46
4.3.2 護士全樣本IPA分析 47
4.3.3 護士分群探討IPA分析 50
5. 討論 58
6. 未來發展 67
7. 參考文獻 68
附錄 一 問卷效度專家名冊（依姓氏筆劃排序） 71
附錄 二 門診病患版正式問卷 72
附錄 三 醫生版正式問卷 74
附錄 四 護士版正式問卷 78

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