Medical Imaging era is coming. The volume of business of the Department of Radiation Diagnosis is flourishing, and it drives overall hospital revenue to increase greatly. Thus, it is more important to maintain and promote the quality of medical services in hospital management. In this study, it used PZB model and referred to the SERVQUAL to design the questionnaire. It got the five dimensions for "tangible", "guaranteed", "reliability", "reactive" and "care" and twenty factors to explore the quality of service. A Department of Diagnostic Radiology of regional teaching hospital in Kaohsiung area as the scope of the study, it will be an important basis and reference to improve the quality of service according to the valid questionnaires to analyze the gap of the attention degree between medical staffs and patients for the medical service quality(gap 1), and the gap of the attention degree and the satisfaction to the medical service quality(gap 5), and the relationships between basic information of patients and satisfaction with the IPA analysis showing the service quality items distribution.
In gap one, only the "reliability" and "tangible" dimensions in the five dimensions have positive gap and the dimension of "tangible" has the biggest. And ten results in 20 factors show that the attention degree of the subjects is greater than that of the medical staff, but there are no significant differences. In gap five, the five dimensions are all positive gaps and "reactive" dimensions is the biggest. In 20 factors, the subjects with the attention degree of the quality of medical services are greater than satisfaction, and in which there are 17 significant differences. Gap one and gap five have the maximum gap value both in the factor of "convenient transportation and easy parking to the hospital.¡¨ In addition, for the IPA analysis, "medical staffs can satisfy my immediate needs¡¨ fell to the quadrant of ¡§Concentrate Here¡¨.
Finally, according to the results, we have the following conclusions: First, patients attach more importance to intangible service. Second, service of the medical staff begins from the heart. Third, mental cognitive of the medical staff will influence their work performance. We also have the following five suggestions: First, Improve traffic convenience. Second, strengthen the learning courses for the quality of health care personnel service. Third, implement the mechanism of service performance. Fourth, arrange the opportunities to service sharing and review. Fifth, establish a feedback way for patints.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0611112-235923 |
| Date | 11 June 2012 |
| Creators | Hsieh, Jui-Min |
| Contributors | Ying-Chun Li, Shu-Chuan Yeh, Ying-Ying Luo |
| 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-0611112-235923 |
| Rights | user_define, Copyright information available at source archive |
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