The Impact of Walking Around Service on the Waiting Quality ─ Case Study of Waiting Lines in Hospital

• Main Authors: Li-Fen Wang, 王麗芬
• Other Authors: Ding-Yu Chan
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/35658924985137046696

碩士 === 靜宜大學 === 管理碩士在職專班 === 95 === Since the customers have increased demands and expectations on the health service quality, the hospitals are not only providing essential daily services to the customers, but are also devoted their efforts to improve the quality of their health services. There are many factors which may affect health service quality. Among these factors, the time that the customers spend in the waiting lines is a very important factor that has direct impact on the service quality of the hospital. The customer’s negative impression on the service quality of hospital may come from the prolonged waiting time, which makes the customer’s waiting under an anxious and unstable mood. The purpose of this study is to evaluate the effect of providing Walking Around Service to customers in the waiting lines at hospital on customers’ impressions regarding the quality of waiting and to find out the role of Walking Around Service on the overall service quality of the hospital. The results of this study show that a positive correlation between the Walking Around Service and waiting quality, especially for the following seven items, which are 「to efficiently improved ability of handing unexpected situation in waiting line 」、「to efficiently maintain the waiting line’s order」、「to provide information for the waiting costumers immediately」、「to offer appropriate assistance, in accordance with the special needs of customers in waiting line」、「to lower waiting customers’ anxiety and uncertainty」、「give the best services with sympathy to the waiting customers」、「if the hospital provide Walking Around Service, I will do positive propaganda for the hospital」、「hospital providing Walking Around Services will raise up the whole waiting service quality」. The analysis of the above eight items have demonstrated that all has statistically significant values related to the customer’s satisfaction.In the population variety, we have found that different levels of customer’s education and personal income had clearly wide range of expectations to the waiting quality that the hospital can provide.Besides, people who understand the meaning of Walking Around Service give the higher waiting quality evaluation than those who don’t understand it.