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題名:醫療產業顧客滿意度模式之研究
作者:楊紅玉
校院名稱:中華大學
系所名稱:科技管理學系(所)
指導教授:林淑萍
學位類別:博士
出版日期:2009
主題關鍵詞:醫療產業顧客滿意度模式病患滿意度醫院層級
原始連結:連回原系統網址new window
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由於醫療與生物科技的進步、國民所得增加及人口老化等因素,促使醫療照護支出大幅增加,其年成長率高於GDP成長率,已成為各國越來越無法負荷之重擔,所以醫療資源有效利用近年來已成為各國之國政議題,而台灣亦是如此,故建構醫療體系之顧客滿意度模式,應為衛生政策或醫務管理者所應當重視的問題,而過去針對台灣醫院顧客滿意度的研究大多是獨立評估各變數之間的關係,但病患滿意度並非由單一因素所形成,是由多個彼此關聯的因素所組成,故發展屬於台灣醫療產業的顧客滿意指標模式已是許多醫療產業管理者極力要推展的模式。
另台灣醫療體系將所有醫院層級共分為三級,分別為醫學中心、區域醫院及地區醫院,由於不同層級醫院其宗旨不同,政府賦予角色功能不同,而病患對三種不同層級醫院的要求或滿意度指標是否會有不同程度上的差別,也是十分重要且須探討的問題。故本研究針對三種不同層級醫院進行其顧客滿意度模式探討,期望藉此瞭解醫療院所顧客滿意度之主要影響因素,以做為提供各個醫療院所日後改善方向及擬定經營策略之參考,建立醫院永續經營之競爭優勢。
本研究以醫學中心、區域醫院及地區醫院之門診病患為調查對象,利用結構方程模式(SEM)來分析台灣醫療產業顧客對醫院形象、病患期望、服務品質、產品品質、認知價值、病患滿意度、病患忠誠度之間的關係,以建構台灣醫療產業顧客滿意指標之模式。研究結果發現:(1)本研究所建立之模式是可接受並適用於醫療產業。(2)影響病患滿意度之主要因素為醫院形象與病患期望兩項指標。(3)三種不同層級的醫院其模式有所差異。
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林淑萍、楊紅玉、楊建昌(2005)。醫院對勞退金新制因應對策之探討。醫院,38(3),14-29。

林淑萍、楊紅玉、楊建昌(2008)。醫院主管領導型態與領導效能之因果關係研究-以護理主管為例。醫院,41(2),91-101。

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楊建昌、楊紅玉、賴靜莉、魏慶國(2005)。醫院行政人員之壓力反應與組織承諾探討-以台北某醫療機構為例。醫務管理期刊,6(2),173-189。new window

廖茂宏、楊紅玉、張威國、魏慶國、黃佳經、林羡咪(2005)。以平衡計分卡基礎發展醫院人力資源管理指標。健康管理學刊,3(2),189-203。

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