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博碩士論文 etd-0616113-111234 詳細資訊
Title page for etd-0616113-111234
論文名稱
Title
胃鏡檢查之醫療服務品質對病患滿意度與病患忠誠度的影響
The influence of the provision of medical service quality in gastroendoscopy on patients’ satisfaction and loyalty
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
73
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2013-06-07
繳交日期
Date of Submission
2013-07-23
關鍵字
Keywords
醫療服務品質、病患忠誠度、胃鏡檢查、Zineldin 5Qs model、病患滿意度
patient satisfaction, patient loyalty, Medical service quality, Zineldin 5Qs model, Gastroscopy
統計
Statistics
本論文已被瀏覽 5691 次,被下載 465
The thesis/dissertation has been browsed 5691 times, has been downloaded 465 times.
中文摘要
現今醫療生態必需提高醫療服務品質、提供令消費者滿意的醫療服務、不僅能確保病患下一次再接受服務的意願、也同時符合醫院評鑑的要求,已成為現今醫院經營者追求的方向。本研究是以Zineldin(2006)所提出的5Qs model為基礎 (可分為目標品質、過程品質、基礎設施品質、互動品質、與氣氛品質等五個構面),檢視哪些醫療品質因素會影響來消化內科做胃鏡檢查病患的滿意度與忠誠度,期望此一研究結果能對醫院未來在提升醫療服務品質,醫院競爭力與永續經營上,提供有效的策略方向。

本研究研究調查的醫院為南部最大的一家軍醫院,此醫院連續多次通過衛生署評鑑之區域教學醫院。本研究研究調查的對象為來此醫院須做胃鏡檢查的病患。本問卷共發出148份,扣除少部分問卷因未完整作答而判定為無效問卷(3份),經篩選後的有效問卷為112份,有效回收率為75.7%。本研究的醫療服務品質是以五大因素構面作為分析單位,分別對病患滿意度、病患忠誠度進行分析,另外加上病患滿意度對病患忠誠度進行分析。本研究的研究對象為本院就診病患,為了進一步瞭解病患就診原因之間是否有顯著差異,本研究針對病患就診原因與醫療服務品質、病患滿意度、及病患忠誠度進行分析。

本研究所得到的結果歸納如下: 1. 醫療服務品質中「互動品質」、「氣氛品質」對病患滿意度有高度正向相關顯著影響。2. 醫療服務品質中,「目標品質」和「互動品質」對病患忠誠度有正向相關顯著影響,但「過程品質」、「氣氛品質」與「基礎設施品質」對病患忠誠度沒有顯著關係。3.病患滿意度對忠誠度有顯著正向影響。
Abstract
To increase medical service quality for medical ecology is necessary nowadays, it provides not only customers satisfaction and ensure patent s’ willing for next visit, but also have the requirements of the hospital accreditation. Furthermore, medical service quality has become the main purchasing direction for hospital administrators. This survey is based on “5Q model for different dimensions” by Zineldin (2006), including quality of object, quality of processes, quality of infrastructure, quality of interaction, quality of atmosphere. However, it evaluates which medical service quality that may affect patient’s satisfaction and loyalty for gastroscopy in gastrological department. The result of this research can be used by the hospital to provide the medial service quality, hospital competitiveness, sustainable development, and to supply more effective strategies in future direction.

This survey investigated the patients for the examination of medical imaging from the biggest military hospital in southern, which was assessed as a regional Teaching Hospital by department of Health, the executive Yuan. A total of 148 questionnaires were sent out to patients, with112 valid samples, and with 3 uncompleted invalid samples. The effective response rate is about 75.7%. In this study, the quality of medical service is based on five dimensions analysis, respectively patient satisfaction and patient loyalty. In addition, the patient satisfaction provided analysis and discussion for patient loyalty

The research is summarized as follows: 1.The medical service quality “quality of interaction and quality of atmosphere. “ were strongly positive and significant influence on patient satisfaction. 2. The quality of object and quality of interaction had also strong and positive impact on the loyalty of the patients, but the quality of process, quality of atmosphere, and the quality of infrastructure hadn’t affect the patient loyalty remarkably. 3. In addition, patient satisfaction appeared a relevant and significant impact on patient loyalty.
目次 Table of Contents
論文審定書………………………………………………………………... i
論文提要………………………………………………………………….. ii
誌謝………………………………………………………………….…… iii
中文摘要…………………………………………………………………. iv
英文摘要………………………………………………………………….. v
目錄…………………………………………………………………….... vii
圖目錄…………………………………………………………………… ix
表目錄………………………………………………………………….… x
第一章 緒論 …………………………………………………………………… 1
第一節 研究動機 ………………………………………………………………1
第二節 研究目的 ………………………………………………………………3
第三節 研究流程 ………………………………………………………………4
第二章 文獻探討 ………………………………………………………………. 5
第一節 胃鏡檢查… ……………………………………………………………5
第二節 醫療服務品質……………………………………………………….....8
第三節 病患滿意度……………………………………………………………...12
第四節 病患忠誠度……………………………………………………………...15
第三章 研究設計 …………………………………………………………… …….20
第一節 研究架構與研究假設…………………………………………… ………20
第二節 研究變項…………………………………… …………………………...22
第三節 研究工具…… ……………………………………………………… …..26
第四節 研究對象及資料蒐集…………………………………………… ……... 27
第五節 資料分析方法………………………………………………… ………...28
第四章 實證分析……………………………………………… ………...29
第一節 樣本結構與敘述性統計分析……………………………………… …..29
第二節 問卷構面信度與效度分析………………………………………… …..34
第三節 多元迴歸分析………………………………………………………….. 36
第五章 研究結論與建議 ……………………………………………………..… 40
第一節 研究結論…………………………………………………………..… 40
第二節 實務面之建議……………………………………………………..… 43
第三節 研究限制及未來研究方向………………………………………..… 46
參考文獻……………………………………………………………… … 47
附錄: 問卷…………………………………………………………… … 56
參考文獻 References
參考文獻

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三、網站部分

行政院衛生署(2013),民國100年醫療機構現況及醫療服務量統計摘要, http://www.doh.gov.tw/CHT2006/DM/DM2_2.aspx?class_no=440&level_no=1。
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