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題名:醫療服務品質與顧客滿意度關係之研究--以臺南地區的醫院為例
書刊名:長榮學報
作者:陳正男曾倫崇
作者(外文):Chen, Cheng-nanTzeng, Lun-chung
出版日期:2002
卷期:6:1
頁次:頁89-103
主題關鍵詞:醫療品質顧客滿意度門診工作人員Medical qualityCustomer satisfactionStaff of hospitals
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(4) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:4
  • 共同引用共同引用:59
  • 點閱點閱:71
     醫療品質與顧客滿意是否有正向的關係?本研究為探索這些問題乃選擇臺南地區三家較大型且不同型態的醫院-甲、乙、丙醫院為研究對象。並針對三家醫院的門診顧客和門診工作人員進行問卷調查,三家醫院合計270 份問卷。 研究結果發現,三家醫院的顧客實際知覺的服務品質都比預期低(即有負缺口),大部份門診顧客知覺的服務品質都比工作人員高(正缺口),各醫院情況有所差異。整體醫療品質與再複診傾向也有正相關。
     Does the medical quality exist a positive relation to the customer satisfaction? In order to discuss the questions mentioned above, with larger-scale and various forms, three hospitals, A 、B and C Hospital, are selected as the research targets in this study. In addition, the outpatients and the staff of the three hospitals, 90 people of each hospital, have completed a total 270 questionnaires. In the research conducted, it is found that in the three hospitals the outpatients' perception towards the service quality is much lower than what we have expected (negative gap) and the outpatients' perception towards the service quality is higher than that of the hospital staff (positive gap). But, there are still minor differences existing among the three hospitals. Besides, it is also found that the overall medical quality has a certain relation to exists a positive relation to the patients' tendency to subsequent visits.
期刊論文
1.Oswald, S. L.、Turner, Dougla E.、Snipes, Robin L.、Bulter, Daniel(1998)。Quality Determinants and Hospital Satisfaction: Perceptions of the Facility and Staff Might Be Key Influencing Factors。Marketing Health Services,18(1),18-22。  new window
2.Fleming S. T.、Boles, K. E.(1994)。Financial and Clinical Performance: Bridging the Gap。Health Care Manage Rev,19(1),7-11。  new window
3.Donabedion, Avedis(19780500)。The quality of medical Care。Science,200(434),856-864。  new window
4.Shemwell, J.、Yavas, U.、Bilgin, Z.(1998)。Customer-service provider relationships: an outcomes。Journal of Service Industry Management,9(2),155-168。  new window
5.韓揆(19940200)。醫療品質管理及門診服務品質定性指標。中華公共衛生雜誌,13(1),35-53。new window  延伸查詢new window
6.Friedman, M. A.(1995)。Issues in measuring and improving health care quality。Health Care Financing Review,16(4),15-23。  new window
7.周泰華、黃俊英、郭德賓(19990300)。服務品質與顧客滿意評量模式之比較研究。輔仁管理評論,6(1),37-67。new window  延伸查詢new window
8.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。  new window
9.Brown, Stephen W.、Swartz, Teresa A.(1989)。A GAP analysis of professional service quality。Journal of Marketing,53(2),92-98。  new window
10.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
11.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
12.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing,49(4),41-50。  new window
13.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
14.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。  new window
15.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
會議論文
1.Hempel, Donald J.(1977)。Consumer satisfaction with the home buying process : conceptualization and measurement。Conference, conducted by Marketing Science Institute with support of National Science Foundation,(會議日期: 1976/04/11-04/13)。Cambridge, Mass:Marketing Science Institute。279-299。  new window
研究報告
1.陳正男、曾倫崇(1995)。醫院服務品質及新服務開發模式 (計畫編號:NSC83-0501-H006-03)。  延伸查詢new window
學位論文
1.陳黛娜(1997)。產科醫護人員與病人滿意度研究--以某醫學中心為例(碩士論文)。國立臺灣大學。  延伸查詢new window
2.陳佩妮(1996)。醫療品質與經營績效關係之研究--以台北醫療區域各級醫院為例(碩士論文)。國立臺灣大學。  延伸查詢new window
圖書論文
1.Longest, B. B.(1985)。An Empirical Analysis of the Quality/Cost Relationship。Hospital & Health Services Administration。  new window
2.Ziegenfuss J. T.(1993)。A New Path to Quality。The Organizational Path to Health Care Quality。Michigan:Health Administration Press。  new window
 
 
 
 
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