臺灣博碩士論文加值系統

在面臨醫療環境的改變以及市場越趨激烈的現象，未來高齡人口比例將持續上升及慢性病人口數的增加，若要維持或提升競爭力，醫療院所須重視並導入行銷觀念和服務品質至策略當中，以病患導向為目標，來提升病患或病患家屬對於醫療服務的品質、病患滿意度與忠誠度，進而能長久持續經營。
本研究針對在虎尾地區的C診所進行服務品質滿意度之調查，了解醫病關係之間的互動以及影響醫療滿意度的因素等，最後提出對於診所服務品質及滿意度的策略建議。本研究的資料以網路問卷的方式蒐集並放置QR CODE至診所門口，讓病患及病患家屬利用手機掃描，填寫後回傳進行統計分析，總共回收195份問卷。研究結果顯示：(1)C診所滿意度分數高；(2)對醫師有高度依賴性和忠誠度；(3)病患或病患家屬若在任一服務流程感到不滿意，則會影響整體對C診所的服務品質。

Facing changes in the medical environment and the increasingly fierce competition, there will be a rising proportion of the elderly population and an increasing number of chronic patients in the future. To maintain or enhance competitiveness, medical institutions must pay attention to incorporate marketing concepts and service quality into their strategies. Taking patient-oriented as the goal to improve the quality make patients or patients’ families satisfy with medical services, so that medical institutions can continue to operate for a long time.
This research surveyed the satisfaction of service quality in C clinic in Huwei area. The research results would help C clinic understand the interaction between doctor-patient relationship and the factors that affect medical satisfaction and finally put forward strategic suggestions for C clinic service quality and satisfaction. The data of this research was collected by online questionnaires and placed QR CODE to the entrance of C clinic, so patients and their families could use mobile phones to fill out the questionnaire. Then, it would be sent back for statistical analysis. 195 questionnaires were collected. The results of the research show that: (1) C clinic has a high satisfaction scores; (2) patients or patients’ families are highly dependent and loyal to doctors; (3) if patients or their families are dissatisfied with any service process, it will affect the overall quality of C clinic services.

摘要 i
ABSTRACT ii
誌謝 iii
目錄 iv
表目錄 v
圖目錄 vi
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
第三節研究流程 3
第二章文獻探討 4
第一節醫療服務品質 4
第二節醫療服務滿意度 5
第三節忠誠度 5
第三章研究方法 6
第一節 研究變項與問卷設計 6
第二節研究設計 9
第三節資料蒐集與分析 9
第四章 資料分析結果 10
第一節基本資料分析 10
第二節就診狀況 11
第三節醫療服務滿意度 13
第五章 結論與建議 24
第一節 結論與建議 24
第二節 研究限制與未來研究建議 25
參考文獻 26
附錄 27

中文文獻
1.尤瑞鴻(2007)，醫療品質的測量與管理，二版，台北市：華杏出版股份有限公司。
2.吳重慶、葉淑娟、葉宏明、顏裕庭、黃明和(2001)，「醫療品質」，秀傳醫學雜誌，3(1)，25-29。
3.翁瑞宏、何雍慶、邱柏松、黃靖媛(2004)，「醫療服務業顧客認知關係品質與忠誠度關係之理論模型建構」，醫務管理期刊，5(4)，418-437。
4.曾麗蓉(1988)，醫院服務品質之實證研究，國立政治大學企業管理研究所碩士論文。
5.衛生福利部統計處官網，取自：https://dep.mohw.gov.tw/DOS/cp-1735-3244-113.html
6.醫療器材檢測驗證中心網-醫材專文，2019，取自：https://www.mdic.org.tw/News_detail/6504

英文文獻
1.Bartels, B.M. and O’Donnell, J.W. (1989). Quality Criteria for Medical Staff Admission: A Beginning. Hospital Health Service Administration, 34(2), 269-279.
2.Fitzsimmons, J. and Fitzsimmons, M. (1998). Service Management: Operations, Strategy, and Information Technology (2nd Edition). Boston: Irwin/McGraw Hill.
3.Institute of Medicine (IOM) (1999). To Err is Human: Building a Safer Health System. Washington, D.C.: National Academy Press.
4.Kotler, P. and Keller, K. L. (2006). Marketing Management (12th Edition.). Upper Saddle River, NJ: Pearson Prentice Hall.
5.Morgan, M.M. and Hunt, S.D. (1994). The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, 58(3), 20-38.
6.Parasurman, A., Zeithaml, V.A. and Berry, L.L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 41-50.
7.Parasuraman, A., Berry, L.L., and Zeithaml, V.A. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64,12-40
8.Tarlov, A.R. and Ware, J.E. (1989). An Application of Methods for Monitoring the Result of Medical Care, JAMA, 18(7), 925-930.