Investigation of Outpatient Satisfaction on Medical Service Quality----A Case Study of a Teaching Hospital Clinic

• Main Authors: Chih-Ju Liu, 劉智如
• Other Authors: Chia-Ding Hou
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/12137606664899918734

碩士 === 輔仁大學 === 應用統計學研究所 === 94 === This research is aimed to explore the outpatient’s satisfaction on medical service quality in a teaching hospital when they seeking medical advice and service. We apply the convenience sampling to complete 850 effective questionnaires. We adopt two dimensions of the PZB service quality mode and health-promoting lifestyle to conduct the factor and cluster analysis, together with cross and correspondence analysis on demographic variables. The research shows that most outpatients are females mainly aging from 20 to 40 and seeking service from internal medicine departments. The reason for outpatients to attend hospital medical service is mainly based on the consideration of traffic convenience. The oral recommendation from relatives and friends is the second largest reason. The average medical visit time is 112.07 minutes negatively correlated to the overall satisfaction. It means the more time the patients spend for medical service, the lower satisfaction the patients feel about. The duration of waiting for medical service is the most urgent part required for improvement. The medical environment and equipment, and medical process are in the second and third places. In view of clustering for the improvement on service quality, the cluster members who are satisfied with the hardware environment tend to list the medical process, service results and service givers’ attitude as the most urgent items required for improvement the most. The cluster members satisfied with waiting duration tend to list the hospital environment and equipment as the ones required for improvement. The cluster members satisfied with medical service quality tend to list the waiting duration as the one required for improvement. In addition, our research shows the health-promoting dimensions of patients show no correlation to genders and dwelling locations. However, it is highly correlated to some dimensions such as ages, marital status, education levels, occupations and the feeling about PZB service quality. The results for the dimension of health-promoting lifestyle after correspondence analysis can display the features of various clusters. People who emphasize health age from 51 to 70 and they are married, senior high school degree and jobless. People who emphasize achievement and interpersonal relation age from 1 to 40 and they are unmarried, senior high school degree and the job takers in service, industrial and commercial occupations, or students. People who emphasize mental and physical balance age from 41 to 45 and they are college degree holders or above with occupations military, public agencies and professional experts. On the other hand, from the aspect of real feeling of patients about service quality also shows that people who emphasize achievement and intepersonal relation show more satisfaction with hardware environment. People who emphasize mental and physical balance show higher satisfaction to medical service quality. People who emphasize health show higher satisfaction to waiting duration.