| Summary: | 碩士 === 崑山科技大學 === 企業管理研究所 === 91 === Due to the growth of the national income and the increase of the medical knowledge of the general population, personal health was much more valued. One of the most important strategies for the improvement of competitiveness for medical institutes is providing a better service quality, which relies on the realization of the medical demands of the patients. This study, through the investigation of the service quality regarding medical care by questionnaires, evaluates the level of importance and patient satisfaction on the services provided by clinics.
There are three purposes for this study: (1) to develop a tool to evaluate the clinics service quality under National Health Insurance; (2) To understand the degree of satisfaction on the service quality and to explore factors affecting service quality; (3) to make some suggestions to improve the clinics service quality under National Health Insurance.
The research framework was extended from the “PZB model”, a conceptual model of service quality that was introduced by Parasuraman, Zeithaml and Berry in 1985. Take the clinics under the National Health Insurance for example, research on the “medical service quality gap” between patients and clinics managers. “Degree of value”, “degree of satisfaction” and “degree of implementation” are used as research components. Frequency distribution analysis, t-test, one-way ANOVA, correlative analysis, and regression were utilized in this research to fulfill research objectives.
Finally, advices based on the conclusion of the research are suggested for the clinics to provide better service quality.
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