臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：醫療服務品質評量模式：以雲林縣衛生所為例
書刊名：公共行政學報
作者：余泰魁 引用關係／丁秋瑤／蘇純繒
作者(外文)：Yu, Tai-kuei／Ting, Chiu-yao／Su, Chwen-tzeng
出版日期：2006
卷期：19
頁次：頁55-89
主題關鍵詞：服務品質；衛生所；量表；Service quality；Health center；Instrument
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(6) 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:6
  • 共同引用共同引用:194
  • 點閱點閱:85
本研究主要目的是發展衛生所服務品質量表，參酌「服務品質」、「醫療服務品質」等領域的相關文獻，修訂成為「衛生所服務品質量表」，量表包括「有形性」、「可靠性」、「反應性」、「保證性」、「體貼性」等五個因素構面，蒐集雲林縣所轄衛生所服務民眾，回收共計440個有效樣本，進行統計上的驗證。本研究發展的量表工具在驗證性因素分析，均獲得良好的信度、效度，在不同行政區的服務品質進行比較，得到鄉級衛生所整體服務品質較佳，市級次之，鎮級再次之，而保證性、可靠性、反應性三項指標變項均優於另二級衛生所。最後，本研究針對管理單位如何運用此量表工具指標，偵測服務品質較弱之構面提出相關建議。
This study examines what factors drive communities go to the health center of the County of Yunlin. In order to develop a comprehensive model and instrument to measure these health center service qualities under national health insurance context. This study reviews the literature relating to service qualities and medical service qualities, then proposes five exploratory dimensions of health center service, including tangibles, reliability, responsiveness, assurance and empathy. This study bases on these five dimensions, collecting 440 valid samples from the County of Yunlin, constructs a reliable model for measure health center service qualities. The scale tool developed in this study had excellent reliability and validity by confirmatory factor analysis. A comparison of service quality in different administrative areas shows that the service quality in township health centers is better than that in city health centers followed by town health centers. Moreover, three indicators of assurance, reliability and responsiveness in township health centers are superior to those in city and town health centers. Last, suggestions for follow-up studies, how the management applies this scale tool along with the indices and the dimensions of lower service quality detected are proposed in this study.
期刊論文
1.余泰魁、吳桂森(20050900)。科技大學圖書館服務品質評量指標之分析。教育資料與圖書館學，43(1)，1-28。new window  延伸查詢new window
2.Roh, C. Y.、Moon, M. J.(2005)。Nearby But Not Wanted? The Bypassing of Rural Hospitals and Policy Implications for Rural Health Care Systems。Policy Studies Journal，33(3)，377-394。  new window
3.Peterson, R. A.、Wilson, W. R.(1992)。Measuring Customer Satisfaction: Fact and Artifact。Journal of the Academy of Marketing Science，20(1)，61-71。  new window
4.簡銘宏、李怡吟、梁佳怡、黃巧芬、黃雅萱、陳霏怡、廖嘉彥(20040600)。門診病患對醫院服務品質滿意度之調查--以臺南區域級以上之醫院為例。華醫社會人文學報，9，27-38。new window  延伸查詢new window
5.Ko, Y. J.、Pastore, D.(2004)。Current issues and conceptualizations of service quality in the recreation and sport industry。Sport Marketing Quarterly，13(2)，159-167。  new window
6.Andaleeb, S. S.(2001)。Service quality perceptions and patient satisfaction: A study of hospitals in a developing country。Social Science and Medicine，52(9)，1359-1370。  new window
7.Reimer, Anja、Kuehn, Richard(2005)。The impact of servicescape on quality perception。European Journal of Marketing，39(7/8)，785-809。  new window
8.陳仁惠、鄭仲興、方世杰(20050400)。門診醫療服務品質與病患滿意度對於關係導向行為之影響。醫護科技學刊，7(2)，187-202。new window  延伸查詢new window
9.Yang, Z.、Jun, M.、Peterson, R. T.(2004)。Measuring Customer Perceived Online Service Quality: Scale Development and Managerial Implications。International Journal of Operations and Production Management，24(11)，1149-1174。  new window
10.黃素丹(19970400)。門診病患滿意度調查與服務品質相關因素探討。醫院，30(2)，10-22。  延伸查詢new window
11.Shemwell, Donald J.、Yavas, Ugur、Bilgin, Zeynep(1998)。Customer-service Provider Relationships: An Empirical Test of a Model of Service Quality, Satisfaction and Relationship-oriented Outcomes。International Journal of Service Industry Management，9(2)，155-168。  new window
12.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
13.廖森貴、蔡妙幸(20030300)。服務環境下服務品質、服務價值、顧客滿意及顧客忠誠度關係之研究。臺北科技大學學報，36(1)，139-150。new window  延伸查詢new window
14.郭德賓(20000400)。醫療服務業顧客滿意與競爭策略之研究。產業管理學報，1(2)，231-256。new window  延伸查詢new window
15.Bruhn, M.、Grund, M. A.(2000)。Theory, Development and Implementation of National Customer Satisfaction Indices: The Swiss Index of Customer Satisfaction (SWICS)。Total Quality Management，11(7)，S1017-S1028。  new window
16.Rock, D. A.、Werts, C. E.、Flaugher, R. L.(1978)。The Use of Analysis of Covariance Structures for Comparing the Psychometric Properties of Multiple Variables Across Populations。Multivariate Behavioral Research，13(7)，403-418。  new window
17.曾倫崇、陳正男(19980300)。臺南地區醫院門診服務品質之評估。輔仁管理評論，5(1)，117-135。new window  延伸查詢new window
18.Taylor, S. A.、Cronin, J. J., Jr.、Cornin, J. J.(1994)。Modeling Patient Satisfaction and Service Quality。Journal of Health Care Marketing，14(1)，34-44。  new window
19.Van Dyke, T. P.、Kappelman, L. A.、Prybutok, V. R.(1997)。Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire。MIS Quarterly，21(2)，195-208。  new window
20.Bentler, P. M.(1990)。Comparative fit indexes in structure models。Psychological Bulletin，107(2)，238-246。  new window
21.Drasgow, F.、Kanfer, R.(1985)。Equivalence of psychological measurement in heterogeneous populations。Journal of Applied Psychology，70(4)，662-680。  new window
22.余泰魁、黃識銘(20050900)。供應商銷售人員工作滿意量表之建構。人力資源管理學報，5(3)，49-74。new window  延伸查詢new window
23.Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
24.林清山(19880100)。驗證性因素分析的理論及應用：修訂魏氏兒童智力量表之驗證性因素分析。測驗年刊，35，117-136。new window  延伸查詢new window
25.Doll, William J.、Raghunathan, T. S.、Lim, J. S.、Gupta, Y. P.(1995)。A Confirmatory Factor Analysis of the User Information Satisfaction Instrument。Information Systems Research，6(2)，177-189。  new window
26.Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing，58(1)，125-131。  new window
27.邱聖豪、陳星助、林欣榮(20030900)。以門診顧客滿意度調查結果探討門診顧客的需求。慈濟護理雜誌，2(3)，49-58。  延伸查詢new window
28.Pitt, Leyland F.、Watson, Richard T.、Kavan, C. Bruce(1995)。Service Quality: A Measure of Information Systems Effectiveness。MIS Quarterly，19(2)，173-187。  new window
29.Ding, Lin、Velicer, Wayne F.、Harlow, Lisa L.(1995)。Effects of estimation methods, number of indicators per factor, and improper solutions on structural equation modeling fit indices。Structural Equation Modeling: A Multidisciplinary Journal，2(2)，119-143。  new window
30.Chin, Wynne W.、Todd, Peter A.(1995)。On the use, usefulness, and ease of use of structural equation modeling in MIS research: a note of caution。MIS Quarterly，19(2)，237-246。  new window
31.Marsh, H. W.、Hocevar, D.(1985)。Application of Confirmatory Factor Analysis to the Study of Self-Concept: First and Higher Order Factor Models and Their Invariance Across Groups。Psychological Bulletin，97(3)，562-582。  new window
32.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
33.Byrne, B. M.(1993)。The Maslach Burnout Inventory: testing for factorial validity and invariance across elementary, intermediate, and secondary teachers。Journal of Occupational and Organizational Psychology，66(3)，197-212。  new window
34.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
35.Antony, J.、Antony, F. J.、Ghosh, S.(2004)。Evaluating service quality in a UK hotel chain: A case study。International Journal of Contemporary Hospitality Management，16(6)，380-384。  new window
36.Marsh, Herbert W.、Balla, John R.、McDonald, Roderick P.(1988)。Goodness-of-fit Indexes in Confirmatory Factor Analysis: The Effect of Sample Size。Psychological Bulletin，103(3)，391-410。  new window
37.程炳林(19930900)。二階驗證性因素分析之理論與應用。教育與心理研究，16，23-82。new window  延伸查詢new window
38.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
39.蔡文正、龔佩珍、翁瑞宏、石賢彥(20041200)。基層醫師與民眾之服務品質認知落差分析。醫務管理期刊，5(4)，385-402。new window  延伸查詢new window
40.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
41.Zeithaml, Valarie A.、Parasuraman, Ananthanarayanan、Malhotra, Arvind(2002)。Service quality delivery through Web sites: A critical review of extant knowledge。Journal of the Academy of Marketing Science，30(4)，362-375。  new window
42.Bentler, Peter M.(1992)。On the Fit of Models to Covariances and Methodology to the Bulletin。Psychological Bulletin，112(3)，400-404。  new window
43.Doll, William J.、Xia, Weidong、Torkzadeh, Gholamreza(1994)。A confirmatory factor analysis of the end-user computing satisfaction instrument。Management Information Systems Quarterly，18(4)，453-461。  new window
44.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
45.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
46.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
47.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
48.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
49.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
50.Byrne, B. M.、Shavelson, R. J.、Muthén, B.(1989)。Testing for the equivalence of factor covariance and mean structure: The issue of partial measurement invariance。Psychological Bulletin，105(3)，456-466。  new window
51.陳彩鳳、周守民、顏妙芬、Woodard, Beth(2005)。運用SERVQUAL探討患者對護理服務之品質不確認程度。護理研究（英文版），13(2)，75-84。  延伸查詢new window
52.Bejar, I. I.(1980)。Biased Assessment of Program Impact Due to Psychometric Artifacts。Psychological Bulletin，87(3)，513-524。  new window
53.王美慧、陳瑞龍(2005)。醫院服務品質之探討－以花蓮地區之醫院為例。管理科學研究，12(1)，35-55。new window  延伸查詢new window
54.洪育鈞、陳建全、鄭清榮(2003)。手術醫師對麻醉服務品質滿意度調查－以某醫學中心醫院為例。醫院：中華民國醫院協會雜誌，36(5)，19-26。  延伸查詢new window
55.葉乙璇(2005)。行動通訊提升醫療服務品質之探討。亞東學報，28，73-78。  延伸查詢new window
56.Angelopoulou, Kangis, P. P.、Babis, G.(1998)。Private and Public Medicine: A Comparison of Quality Perceptions。International Journal of Health Care Quality Assurance，11(1)，14-20。  new window
57.Bhat, M. A.(2005)。Corelates of Service Quality in Banks: An Empirical Investigation。Journal of Service Research，5(1)，77-99。  new window
58.Born, P. H.、Query, J. T.(2004)。Health Maintenance Organization (HMO) Performance and Consumer Complaints: An Empirical Study of Frustrating HMO Activities。Topics: Research and Perspectives on Healthcare，82(1)，2-9。  new window
59.Boshoff, C.、Gray, B.(2004)。The Relationships between Service Quality, Customer Satisfaction and Buying Intentions in the Private Hospital Industry。South African Journal of Business Management，35(4)，27-37。  new window
60.Farsi, M.、Filippini, M.(2004)。An Empirical of Cost Efficiency in Non-profit and Public Nursing Homes。Annals of Public and Cooperative Economics，75(3)，339-365。  new window
61.Pakdil, F.、Harwood, T. N.(2005)。Patient Satisfaction in a Preoperative Assessment Clinic: An Analysis Using SERVQUAL Dimensions。Total Quality Management and Business Excellence，16(1)，15-20。  new window
62.Jabnoun, N.、Chaker, M.(2003)。Comparing the Quality of Private and Public Hospitals。Managing Service Quality，13(4)，290-299。  new window
63.Lee, S. H.、Kim, Y. P.、Hemmington, N.、Yun, D. K.(2004)。Competitive Service Quality Improvement (CSQI): A Case Study in the Fast-food Industry。Food Service Technology，4，75-84。  new window
64.Nitecki, D. A.、Hernon, P.(2000)。Measuring Service Quality at Yale University's Libraries。The Journal of Academic Librarianship，26(July)，259-273。  new window
65.Pietroburgo, J.、Wernet, S. P.(2004)。Joining Forces, Fortunes, and Futures: Restructuring and Adaptation in Nonprofit Hospice Organizations。Nonprofit Management and Leadership，15(1)，117-137。  new window
66.Sohail, M. S.(2003)。Service Quality in Hospitals: More Favourable than You Might Think。Managing Service Quality，13(3)，197-206。  new window
會議論文
1.Byrne, B. M.(1991)。Reexamining the Factorial Structure of the Maslach Burnout Inventory for Elementary, Intermediate, and Secondary Teachers: A Cross-validated Confirmatory Analytic Study。0。  new window
2.O'Connor, S. J.、Shewchuck, C.(1991)。The Influence of Perceived Hospital Service Quality on Patient Satisfaction and Intentions to Return。0。  new window
學位論文
1.許世雨(1992)。非營利部門對公共行政之影響(碩士論文)。國立政治大學，臺北。  延伸查詢new window
2.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
3.翁崇雄(1993)。評量服務品質與服務價值之研究：以銀行業為實證對象(博士論文)。國立臺灣大學，臺北市。new window  延伸查詢new window
圖書
1.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。  new window
2.Sharma, Subhash(1996)。Applied Multivariate Techniques。John Wiley & Sons, Inc.。  new window
3.Kerlinger, F. N.、Lee, H. B.(2000)。Foundations of Behavioral Research。Harcourt College Publishers。  new window
4.Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychological theory。MacGraw-Hill。  new window
5.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
6.Jöreskog, K. G.、Sörbom, D.(1989)。LISREL 7: A Guide to the Program and Application。Chicago, IL：Scientific Software International, Inc.：SPSS Inc。  new window
圖書論文
1.Carmines, E. G.、McIver, J. P.(1981)。Analyzing Models with Unobserved Variables: Analysis of Covariance Structure。Social Measurement: Current Issues。Sage。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：1143（臺灣：1122，外國：21） ／ 本年度總使用人次：2516201 ／ 訪客人次（自102年09月）：68316580
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上