The range of definitions involving ¡§service¡¨ is wide. For example, plumbers or lawyers offer technique or profession; consultants or teachers offer knowledge or information; meeting room or car rental agencies as well as people in movie industries offer facilities or space. Of course, a particular place like a hospital provides more than one service, including profession, skills, knowledge, space, etc.
In Taiwan, the employment rate in service industry reached 50.2% in 2000. It was the first time the percentage exceeded the one in labor industry, and it is increasing gradually every year. The development of service industry is predicted to influence the economy in the future. The most important factor in service industry is the quality of service. Some even connect service quality with customer satisfaction as well as employees¡¦ rewards. Medical care is a kind of service, too. However, the complication and variation make it hard to measure the quality, especially when it is related to the quality of technique (result).
The researchers have a lot of issues about the structures of service quality. In the earlier documents, people agreed with using SERVQUAL to measure the quality. However, European scholars have considered other aspects of service quality. They pointed out that there should be three aspects of service quality for customer satisfaction, including functional (procedure), technological (result), and impressional (image), etc. Although most of the scholars agreed that service quality has multi-structures, they don¡¦t have the same opinion about the essence and the content of it. In Taiwan, most of the people who study for the quality of medical service adopt the theory of P.Z.B. However, my report is trying to use Ward et al (2005) to study the chart of medical service quality. This is to test if the medical service quality of a particular clinic meets the expectation, then we can analysis the relationship of overall quality (patients¡¦ satisfaction) and service quality. Thus we can establish the pattern of prediction, and provide the particular clinic with the references to evaluate the medical service quality.
China Steel established a particular clinic in order to respond to ¡§Employee Health Protection Regulation¡¨. The aim of having this clinic is to take care of the employees¡¦ health. The first priority is to provide the basic medical service for them. China Steel has about 8600 employees. The market has about 30 thousand people, including sub-manufacturers and families. Therefore, the clinic is designed to be much bigger than the average ones, and it has 24 staff. This clinic doesn¡¦t have to be responsible for whether it is making money or not. The results of service became the only standard to evaluate the operation. The development of pattern for measuring service quality is necessary for evaluating the results of it. In addition, it can be used to improve the service and promote the welfare of the employees¡¦ physical and mental health.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0530106-102656 |
| Date | 30 May 2006 |
| Creators | Chen, Chin-liao |
| Contributors | Iuan-Yuan Lu, Tsuang Kuo, Jen-Her Wu, Jung-Lang Cheng |
| 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-0530106-102656 |
| Rights | not_available, Copyright information available at source archive |
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