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題名：地區醫院護理人員服務品質影響因素關聯分析
書刊名：全球商業經營管理學報
作者：顏瑞美／陳國雄 引用關係／蔡玲君 引用關係／謝家祥 引用關係／楊燦 引用關係
作者(外文)：Yien, Jui-mei／Chen, Kuo-hsiung／Tsai, Ling-chun／Hsieh, Chia-hsiang／Yang, Tsan
出版日期：2018
卷期：10
頁次：頁49-55
主題關鍵詞：護理人員；服務品質；決策實驗室分析法；Nurses；Service quality；DEMATEL
原始連結：連回原系統網址new window
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本研究希望透過專家的觀點來瞭解護理人員如何透過服務品質的改善，滿足病患服務的需求，提升病患對護理人員的滿意度。站在醫療服務產業第一線的護理人員，一直都是醫療院所呈現給病患服務品質的第一印象。本研究藉由文獻找出PZB服務品質模型的五大因素，透過專家問卷，試圖了解護理人員服務品質影響因素的相互關聯性。接著採用決策實驗室分析法(DEMATEL)進行分析，篩選出服務品質的關鍵影響因素。實證研究結果顯示「反應性」因素是核心影響源，影響了「保證性」、「關懷性」、「可靠性」及「有形性」。
This study developed a performance evaluation system to measure nurses' service quality for the improvement of medical service to meet patients' service needs. Through a literature review and expert interviews, this study categorized and applied the content of nurses' service quality into 5 factors of PZB model, including tangibles, reliability, responsiveness, assurance and empathy. This study applied an expert questionnaire and conducted interviews with experienced experts to obtain the opinions. We analyzed responses to the expert questionnaire through the decision-making trial and evaluation laboratory (DEMATEL) method to determine key factor and create a structural model of a decision-making system. Finally, the result revealed that the key influential factor is responsiveness factor which influence the other factors.
期刊論文
1.Tucker, J. L.、Adams, S. R.(2001)。Incorporating patients assessments of satisfaction and quality: an integrative model of patients, evaluations of their care。Managing Service Quality，11(4)，272-287。  new window
2.Lee, S. M.、Lee, D. H.、Kang, C. Y.(2012)。The impact of high-performance work systems in the health-care industry: employee reactions, service quality, customer satisfaction, and customer loyalty。The Service Industries Journal，32(1)，17-36。  new window
3.翁崇雄(1996)。顧客對銀行期望服務品質水準之研究。企銀季刊，19(3)，24-41。  延伸查詢new window
4.Carter, H.、Mckinlay, E.、Scott, I.、Wise, D.、Macleod, R.(2002)。Impact of a hospital palliative care service: perspective of the hospital staff。Journal of palliative Care，18(3)，160-167。  new window
5.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
6.Dwyer, T.、Craswell, A.、Rossi, D.、Holzberger, D.(2017)。Evaluation of an aged care nurse practitioner service: quality of care within a residential aged care facility hospital avoidance service。BMC health services research，17(1)。  new window
7.Handayani, P. W.、Hidayanto, A. N.、Sandhyaduhita, P. I.、Ayuningtyas, D.(2015)。Strategic hospital services quality analysis in Indonesia。Expert Systems with Applications，42(6)，3067-3078。  new window
8.Huang, Y. L.、Bryce, A. H.、Culbertson, T.、Connor, S. L.、Looker, S. A.、Altman, K. M.、Ailawadhi, S.(2017)。Alternative Outpatient Chemotherapy Scheduling Method to Improve Patient Service Quality and Nurse Satisfaction。Journal of oncology practice，14(2)，e82-e91。  new window
9.Liu, H. C.、You, J. X.、Zhen, L.、Fan, X. J.(2014)。A novel hybrid multiple criteria decision making model for material selection with target-based criteria。Materials & Design，60，380-390。  new window
10.Liu, H. C.、You, J. X.、Ding, X. F.、Su, Q.(2015)。Improving risk evaluation in FMEA with a hybrid multiple criteria decision making method。International Journal of Quality & Reliability Management，32(7)，763-782。  new window
11.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。A Conceptual Models of Service Quality and Its Im plications for Future Research。Journal of Marketing，49(4)，41-50。  new window
12.Song, W.、Ming, X.、Liu, H. C.(2017)。Identifying critical risk factors of sustainable supply chain management: A rough strength-relation analysis method。Journal of cleaner production，143，100-115。  new window
13.Weng, R. H.、Chen, W. P.、Huang, C. Y.、Hung, C. H.、Hsu, C. T.(2016)。Can nurse innovation improve customer perception of service quality and experience?。Journal of clinical nursing，25(13/14)，1950-1961。  new window
14.Zarei, E.、Daneshkohan, A.、Khabiri, R.、Arab, M.(2015)。The effect of hospital service quality on patient's trust。Iranian Red Crescent Medical Journal，17(1)。  new window
15.Leggat, S. G.、Bartram, T.、Casimir, G.、Stanton, P.(2010)。Nurse perceptions of the quality of patient care: Confirming the importance of empowerment and job satisfaction。Health Care Management Review，35(4)，355-364。  new window
16.Wong, Amy、Sohal, Amrik(2003)。Service Quality and Customer Loyalty Perspectives on Two Levels of Retail Relationships。Journal of Services Marketing，17(5)，495-513。  new window
17.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
18.Regan, William J.(1963)。The Service Revolution。Journal of Marketing，27(3)，57-62。  new window
19.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
20.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL, a multiple-item scale for measuring customer perceptions of service quality。Journal of Retailing，64(1)，12-40。  new window
研究報告
1.Gabus, A.、Fontela, E.(1973)。Perceptions of the world problematique: communication procedure, communicating with those bearing collective responsibility。Geneva：Bastille Geneva Research Centre。  new window
圖書
1.Delbecq, Andre L.、Van de Ven, Andrew H.、Gustafson, David H.(1975)。Group Techniques for Program Planning: A Guide to Nominal Groups and Delphi Process。Scott Foresman & Company。  new window
圖書論文
1.Nasution, H.(2016)。Coaligning service quality attributes and its implication to customer value。Looking forward, looking back: drawing on the past to shape the future of marketing。Cham：Springer。  new window
 
 
 
 
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