Objective:
The purpose of the study is to explore the gap of service quality between pediatric therapist and family of children with disabilities. Service Quality Model and SERVQAL were used to evaluate and compare expectations and performance of service quality for pediatric therapist and family members. Based on the research results, pediatric therapist and rehabilitation department can adjust the service quality and responsiveness.
Method:
Pediatric therapists and family of children with disabilities from 7 hospitals or rehabilitation clinics in Kaohsiung area completed an adapted SERVQUAL questionnaire. A total of 60 SERVQUAL questionnaires from pediatric therapists and 228 questionnaires from family members were distributed. Fifty-four questionnaires from pediatric therapists and 209 questionnaires from family were returned (response rate is 90% and 91%, respectively). The collected data was analyzed with descriptive statistics, t-test, and one-way ANOVA by using SPSS Windows version 17.0.
Result:
(1) The dimension of assurance was ranked the most important in expectations and performance of service quality for pediatric therapists and family of children. (2)The major expectation gap between pediatric therapists and family of children is the dimension of Responsiveness, and then Empathy. (3)The major gap between expectations and performance of service quality for pediatric therapists is the dimension of Tangibles. (4)The factor influences expectation of service quality is sex of pediatric therapists and family of children, autism diagnosis, and the level of the disabilities handbook. The factor influences performance of service quality is sex of pediatric therapists, the level of hospitals where therapists work, autism diagnosis, and the level of the disabilities handbook .
Conclusion:
For family of children with disabilities, it is very important that pediatric therapists not only get professional knowledge but also with abundant working experience. About service quality, pediatric therapists shall maintain professional and reliable services. The study suggests the tangible quality can be improved such as facilities, assistive device, environment cleaning, and parking problem.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0411112-103505 |
| Date | 11 April 2012 |
| Creators | Chang, Chiung-Wen |
| Contributors | Pin-Yang Liu, Ying-Chun Li, Shyh-Jer Chen |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0411112-103505 |
| Rights | user_define, Copyright information available at source archive |
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