To supply the health care service has to possess plenty of professional medical knowledge. However, consumers cannot learn sufficient information from the health care market. As a result of unequal position in obtaining information, it is easy to create intenseness between doctors and patients. Patients need to know more about anesthesia and illness to relieve their anxiety. Based on the patient-centered idea to enhance medical service quality, this research expects to discuss the influence of the involvement of the education about preoperative anesthesia on hospitals¡¦ service quality through establishing appropriate anesthesia teaching videotapes.
Then, the research tries to connect patients¡¦ satisfaction and their intend to return with the quality of hospitals¡¦ service.
The research method is experimental, and the objects of this research are surgical inpatients from one medical center including 219 people in the test group who accepted introduction to preoperative anesthesia and 125 people in the comparative group who were taken care as usual. Some tools such as demography characteristic recording list, disease characteristic recording list, modified PZB (SERVQUAL) scale, satisfaction questionnaire from THIS¡]Taiwan Healthcare Indicator Series¡^and SPSS10.0 software were used to develop descriptive statistic analysis, item analysis, factor analysis, and one-way ANVOA and regression analysis.
The results of this research appear as followed: 1. The recognition of hospitals¡¦ service quality has a positive influence on patients¡¦ satisfaction. 2. Patients¡¦ satisfaction has a positive influence on their intend to return. 3. The recognition of hospitals¡¦ service quality has a positive influence on patients¡¦ intend to return. 4. Patients¡¦ satisfaction produces an intermediary effect on the relationship between the recognition of hospitals¡¦ service quality and patients¡¦ intend to return. 5. The education about preoperative anesthesia produces no interference with the relationship between the recognition of hospitals¡¦ service quality and patients¡¦ satisfaction. 6. The education about preoperative anesthesia produces partial interference with the relationship between patients¡¦ satisfaction and their intend to return.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0120106-112624 |
| Date | 20 January 2006 |
| Creators | Chou, Yu-fang |
| Contributors | Chin-ming Ho, Kim-jean Chow, Shyh-jer Chen, Jin-feng Uen |
| 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-0120106-112624 |
| Rights | campus_withheld, Copyright information available at source archive |
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