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題名：Using SERVQUAL to Evaluate Quality Disconfirmation of Nursing Service in Taiwan
書刊名：The Journal of Nursing Research
作者：周守民 引用關係／陳彩鳳／顏妙芬／Woodard,Beth
作者(外文)：Chou, Shieu-ming／Chen, Thai-form／Yen, Miao-fen
出版日期：2005
卷期：13:2
頁次：頁75-84
主題關鍵詞：護理服務品質；品質不確認；重返意願；轉介意願；SERVQUAL；Service quality；Nursing service quality；Quality disconfirmation；Intent to return
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(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:5
  • 點閱點閱:94
本研究的目的乃在決定患者對護理服務之期望與感受間之品質不確認程度(Quality Disconfirmation)及其與患者滿意度、重返意願、及推介意願間之關係。護理品質評估乃依據Parasuraman、Zeithaml與 Berry(1985)所提出Gap Model中之五個品質層面，包含機構與人員之外觀(tangibles)、人員可靠性(reliability)、反應性 (responsiveness)、可信性(assurance)、及同理心(empathy)。本研究使用修改型SERVQUAL (service quality)問卷調查整體品質不確認程度，共有186位個案。所有個案乃自台北市一所醫學中心依隨機選出之十五個內外科單位中產生，問卷調查回收率為 92%。使用之統計方法為敘述性統計及多變項迴歸分析，而個案之基本資料項目視為共變數。反應性是個案對醫院整體滿意度之重要預測因子 (p=.0003)；可靠性是個案對護理整體滿意度之重要預測因子(p<.00005)；護理人員是否具備同理心是預測個案推介意願之重要因子 (p=.001)。
The purpose of this study was to determine the extent of disconfirmation of the perceived quality of nursing services, and its relationship to patient's satisfaction, intent to return, and intent to recommend to others. The service dimensions were tangibles, reliability, responsiveness, assurance, and empathy, which were adopted from the Gap model of Parasuraman, Zeithaml and Berry (1985). A total of 186 subjects was tested by a modified SERVQUAL (service quality) instrument. These subjects were from 15 randomly selected medical-surgical units in a medical center in Taipei, Taiwan, Republic of China. The response rate was 92%. Descriptive statistics and multiple regression were used to analyze subjects' responses. A number of the demographic variables served as covariates in data analysis. Responsiveness was highly significant in predicting overall satisfaction with hospital service (p = .0003). Reliability was significant in predicting overall satisfaction with nursing care (p < .00005) and intent to return. Empathy was a highly significant predictor of intent to recommend.
期刊論文
1.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
2.Dean, E. H.、Stephen, J. M.(1993)。Measuring Service Quality and Its Relationship to Future Consumer Behavior。Journal of Health Care Marketing，13(4)，32-42。  new window
3.Sower, V.、Duffy, J.、Kilbourne, W.、Kohers, G.、Jones, P.(2001)。The dimensions of service quality for hospitals: Development and use of the KQCAH scale。Health Care Management Review，26(2)，47-59。  new window
4.陳真瑗(19910600)。臺北榮民總醫院住院病患對護理服務滿意度之調查。榮總護理，8(2)，187-192。new window  延伸查詢new window
5.Grapentine, Terry(1998)。The history and future of service quality assessment。Marketing Research，10(4)，4-20。  new window
6.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
7.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
8.Babakus, gEmin、Glynn, Mangold W.(1992)。Adapting the SERVQUAL Scale to Hospital Service: An Empirical Investigation。Health Services Research，26(Feb.)，767-786。  new window
9.Lynn, M. R.、McMillen, B. J.(1999)。Do Nurses Know What Patients Think is Important in Nursing Care?。Journal of Nursing Care Quality，13(5)，65-74。  new window
10.Oliver, R. L. A.(1977)。Effects of Expectation and Disconfirmation on Postexposure Product Evaluations: An Alternative Interpretation。Journal of Applied Psychology，62(4)，480-486。  new window
11.Burroughs, T. E.、Davies, A. R.、Cira, J. C.、Dunagan, W. C.(1999)。Understanding Patient Willingness to Recommend and Return: A Strategy for Prioritizing Improvement Opportunities。The Joint Commission Journal on Quality Improvement，25(6)，271-287。  new window
12.Douglas, L.、Connor, R.(2003)。Attitudes to Service Quality - The Expectation Gap。Nutrition & Food Science，33(4)，165-172。  new window
13.Coyle, Joanne(1999)。Exploring the Meaning of "Dissatisfaction" with Health Care: The Importance of "Personal Identity Threat"。Sociology of Health & Illness，21(1)，95-123。  new window
14.Duffy, Jo Ann、Duffy, Michael、Kilbourne, William E.(2001)。A Comparative Study of Resident, Family, and Administrator Expectations for Service Quality in Nursing Homes。Health Care Management Review，26(3)，75-85。  new window
15.Finkelstein, Beth S.、Harper, Dwain L.、Rosenthal, Gary E.(1998)。Does Length of Hospital Stay During Labor and Delivery Influence Patient's Satisfaction? Results from a Regional Study。American Journal of Managed Care，4(12)，1701-1708。  new window
16.Fung, D.、Cohen, M. M.(1998)。Measuring Patient Satisfaction with Anesthesia Care: A Review of Current Methodology。Anaesthesia & Analgesia，87(5)，1089-1098。  new window
17.Gonzalez-Valentin, Araceli、Padin-Lopez, Susan、Ramon-Garrido, Enrique(2005)。Patient Satisfaction with Nursing Care in a Regional University Hospital in Southern Spain。Journal of Nursing Care Quality，20(1)，63-72。  new window
18.Hiidenhovi, H.、Nojonen, K.、Laippala, P.(2002)。Measurement of Outpatients' Views of Service Quality in a Finnish University Hospital。Journal of Advanced Nursing，38(1)，59-67。  new window
19.Lumby, J.、England, K.(2000)。Patient Satisfaction with Nursing Care in a Colorectal Surgical Population。International Journal of Nursing Practice，6(3)，140-145。  new window
20.Trinh, Hanh Q.、O'Connor, Stephen J.、Shewchuk, Richard M.(2000)。Perceptual Gaps in Understanding Patient Expectations for Health Care Service Quality。Health Care Management Review，25(2)，7-23。  new window
21.Scardina, Sharon A.(1994)。SERVQUAL: A Tool for Evaluating Patient Satisfaction with Nursing Care。Journal of Nursing Care Quality，8(2)，38-46。  new window
22.Uzun, Özge(2001)。Patient Satisfaction with Nursing Care at a University Hospital in Turkey。Journal of Nursing Care Quality，16(1)，24-33。  new window
23.Staniszewska, Sophie、Ahmed, Laila(1999)。The Concepts of Expectation and Satisfaction: Do They Capture the Way Patients Evaluate Their Care?。Journal of Advanced Nursing，29(2)，364-372。  new window
 
 
 
 
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