Satisfaction research of quality that the health station offer medical treatment service to the people ( Take Yilan county as an example )

• Main Author: 閻慶義
• Other Authors: 許世雨
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/qpwy58

碩士 === 佛光大學 === 公共事務學系 === 97 === Abstract The research investigates the current medical service quality provided to the general public, sampled from 12 townships and villages in Yilan County, by employing the structural sound and supported “Service Quality Concept Theoretical Model” on the various health centers throughout Yilan County. Through “Multiple Regression Predictive Model” analysis and integration of service quality concept theoretical model, an overall exposition of “Concept Model of the General Public Opinion towards Medical Service Quality” is given to explain the key factors affecting the general public’s perception of the medical health services provided by the health centers, and how to propel relevant health care services together with suggestions on how the general public can receive more perfect medical service quality and better physician-patient relationship. The questionnaire approach is employed and different scales are constructed depending on research purpose, questions and literature review, such as: “personal information”, “degree of emphasis”, “overall achievement feeling”, “overall service satisfactory level”. In total 420 questionnaires are distributed and 352 effective samples are collected, a recovery rate of 83.80%. After using descriptive statistical analysis, independent samples t-test, one-way ANOVA, Pearson product-moment correlation and stepwise multiple regression analysis to process the relevant data, the conclusions are as follows: 1.Demographic variables in relation to the general public seeking medical attention have significant difference on service quality emphasis. 2.Demographic variables in relation to the general public seeking medical attention have significant difference on service quality expectation level. 3.Service quality emphasis of the general public seeking medical attention is correlated to satisfactory level. 4.Service quality expectation level of the general public seeking medical attention is correlated to satisfactory level. 5.Service quality emphasis of the general public seeking medical attention is predictive in regards to satisfactory level. 6.Service quality expectation level of the general public seeking medical attention is predictive in regards to satisfactory level. 7.Re-appointment with doctor is clearly correlated with satisfactory level of the general public seeking medical attention. 8.Recommendation of doctor is clearly correlated with satisfactory level of the general public seeking medical attention. Keywords: Health Center, Medical Service Quality, Service Quality Concept Theoretical Model, Satisfactory level, Physician-Patient Relationship