Health care quality become an important issue of hospital¡¦s management while the change of external environment such as the National Health Insurance program implementation and continuously reformed. The medical market turned into the highly-competitive, and patients are more concern their right and the quality of health care.
By health quality improvement, hospitals can reduce medical malpractice and decrease the costs of medical administration. Health service quality is also an important factor of patient satisfaction. Increasing health service quality not only can improve patient satisfaction but also increase patient loyalty. And patient can get better medical care through the improvement of health service quality. It will increase their satisfaction and loyalty of hospital. The long-term relationship between hospitals and patients will help hospitals built their better image and reputation.
This study applies PZB model and health quality factors to survey gaps of health service, the difference of service quality, patient satisfaction and patient loyalty. The result shows that service quality and satisfaction have positive effect of loyalty.
At last, according to critical study findings, this thesis proposes certain suggestion. Wish medical managers can use these results to explore the key problem of health service. Through improvement of health service quality, it may raise patient satisfaction and increase patient loyalty to the hospitals.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0624108-231359 |
| Date | 24 June 2008 |
| Creators | Chen, Hsin-ju |
| Contributors | Ying-Chun Li, Jen-Her Wu, Yuan-Yi Chia |
| 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-0624108-231359 |
| Rights | not_available, Copyright information available at source archive |
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