In recent years, the service industries such as restaurants, hotels & finance have treated consumers and satisfying their needs as their first priority. This kind of service concept is also greatly valued and practiced by the medical industry. While the national health insurance system reduces the financial strain and increases more medicare choices for people, the environment of operating a hospital has become more challenged and competitive. The increase of income and the high service quality provided by Starbucks and Wang Steak both have significantly impact on people's expectation for receiving higher service quality. By recognizing the demand of public, hospital management can then provide service quality that's within or even beyond expectation. This research will exam the importance and satisfaction of hospital service quality to people, as well as compare people's loyalty level toward hospitals and doctors.
This research takes Kaohsiung residents as example and the total number of effective example is 351. The questionnaire is created based on SERVQUAL and the patient's satisfaction questionnaire of THIS. The result is analyzed by statistic software SPSS 17.0 and Importance Performance Analysis.
The research result: 1. The importance level of hospital service quality measures from high to low is professional abilities of doctors and nurses, medical equipments in hospitals, communication and interaction with doctors and nurses, facilities and convenient access to hospitals, attitude of medical staffs, waiting time. 2. Professional abilities of doctors and nurses, medical equipments in hospitals belong in the keep up the good work category. Attitude of medical staffs and waiting time belong in the lower priority category. Communication and interaction with doctors and nurses, facilities and convenient access to hospitals belong in the possible overkill category. No item for concentrate here category. 3. Interviewees show more loyalty toward doctors rather than hospitals and their attitude is consistent with their behavior.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0730111-144953 |
| Date | 30 July 2011 |
| Creators | Tsai, Yu-Fu |
| Contributors | Ying-Chun Li, Yen-Chun Jim Wu, Tsu-I Peng |
| 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-0730111-144953 |
| Rights | user_define, Copyright information available at source archive |
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