A Research the Hospital Service Quality：A case Study of SINLAU CHRISTIAN HOSPITAL BRANCH MATOU

• Main Authors: Tsai,humg en, 蔡宏恩
• Other Authors: Huang,Chung-Ming
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/93322631812850374711

碩士 === 長榮管理學院 === 經營管理研究所 === 89 === After the implementation of the National Health Insurance program, the medical service market grows quite fast during these years. However, under the impact of separation of dispersion practice and medical care providers changed a lot, Although the total number of hospitals increased, the overall medical service provided by hospitals increased. It reflected the fact that the average size of the hospital increased. Due to the growth of the national income and the increases of the medical knowledge of the general population, personal health was much more valued. Hospitals with better medical facilities and faculties are preferred when people seeks for medical help. The medical service market has reached a era of overall competition. One of the most important strategies for the improvement of competitiveness is providing a better service quality. It relies on the realization of the medical demands of the patients. This study, through the investigation of the service quality related to the medical care seeking process of the patients with questionnaires, evaluate the importance and patient satisfaction of the services provided by the hospitals. The results work as important reference for the hospitals to improve their service quality. Statistically significant results were found in different characteristics of the patients. “sanitary condition of the restroom of the hospitals”, “the service attitude of the staffs in the registration department”, “Waiting time in the waiting room in front of the clinics”, “the service attitude of the staffs in the examination rooms”, “improvement of the disease after treatment”, “the explanation of taking the prescribed drugs” are statistically significant in different genders. “convenience of hospital procedures”, “the efficiency of the computer system” are statistically significant in different age groups. “the convenience of transportation and parking”, and “the amount and comfort of the chairs in the waiting room”, are statistically significant in different educational levels.