The Research on People's Expectations and Practical Clinics Service Quality in Regional Hospitals

• Main Authors: Wei-te Chan, 詹偉德
• Other Authors: Pei-tsuen Tsai
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/62356880583013067864

碩士 === 國立高雄師範大學 === 成人教育研究所 === 96 === The Research on People's Expectations and Practical Clinics Service Quality in Regional Hospitals Student:Wei-te Chan Advisor: Pei-tsuen Tsai Ph.D. Master Program of Organization Development and leadship for Graduate Institute of Adult Education National kaohsiung Normal University ABSTRACT Regional hospitals need to understand people’s expectation to improve clinics service quality, in order to satisfy the patients’ expectations and needs. This research aims to find out people's expectations and practical clinics service quality in the second level medical industry, in order to provide suggestions to the managers of regional hospitals and satisfy the patients’ expectations and needs. This study focuses on the patients of six regional hospitals in Kaohsiung, 720 questionnaires were distributed and 630 valid questionnaires were collected. The results found that the highest aspect of people’s recognition degree toward ‘Expectations of Clinics Service Quality’ is the clinic attitude; the highest aspect of people’s recognition degree toward ‘Practical feel of Clinics Service Quality’ is the medical facilities/supplies. All aspects of ‘Expectations of Clinics Service Quality’ are much greater than that of ‘Practical feel of Clinics Service Quality’. There are significantly positive effects between ‘Expectations of needs’ and ‘Practical feel’. Increasing the clinic process of ‘Expectations of Clinics Service Quality’ can apparently promote ‘Practical feel of Clinics Service Quality’. The research suggests that regional hospitals strengthen medical facilities/supplies, clinic process, convenient traffic and information campaigns to increase people’s perceptions and understanding; provide rewarding policy to maintain clinic attitude, clinic technology, and information service; build assisted system of clinic Diagnosis and clinic process to increase clinic effects and service satisfaction; design special clinic service for female, people whose educational background are under junior high school and farmers/fishermen; system the education training lessons of assisting clinic process to make members have great assist ability in order to promote practical feel of clinics service quality.