| Summary: | 碩士 === 國立臺灣大學 === 醫療機構管理研究所 === 94 === Facing the cut down of National Health Insurance (NHI) and the increasingly competitive medical environment, psychiatric hospitals, the same as other hospitals, have viewed service quality improvement as the most important task. By studying the expection of service quality and the perceived service performance from schizophrenics’primary caregivers, this paper seeks to address some important factors of improving medical service quality and their priorities of such factors.
All the data of this study were collected by structured questionnaires based on PZB Model and PJHQ Model。 the questionnaires including three measure dimensions（Constructure、Process、Outcome）and43 variables which are used to measure patients service expectation and perceived service performance.。
The study is to establish the inpatient satisfaction model. To analyze the difference attitudes to inpatient satisfaction among inpatient customers with various demographic characteristics,some statistics analysis techniques are adopted， including descriptive statistics,T-test,one-way ANOVA .Inaddition, Regression Correlation is applied to investigate the relationship between the service expectations,the perceived service performance,the patient satisfaction 。
The findings of the study indicate partial demographic characteristics bring significant difference in the perceived service performance.Moreover, the service expectations have a direct significant impact on the perceived serviceperformance,and perceived service performance implies a direct significant impact on patient ssatisfaction.
|
|---|
