Perceptive Discrepancies of Medical Service Quality Research

• Main Authors: Yuan-Chao Wang, 王元昭
• Other Authors: Chen-En Ko
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/86084055334040970735

碩士 === 國立臺灣大學 === 會計學研究所 === 97 === Medical services are closely connected with people’s life. Though the total number of hospitals in Taiwan is decreasing in recent years, the number of patients is increasing. Under such circumstance, it is challenging to maintain the same level of service quality. Due to the fact that medical service is a highly professional business, the information asymmetry between doctors and patients is expected to affect service quality perceptions of both parties. Therefore, it is getting harder for medical institutions to evaluate their own service quality with a general accepted method or standard. The samples were drawn from the outpatient services of three hospitals with different backgrounds and characteristics in Taiwan. The study firstly categorized the service process to the general “non-core services” and the more professionalized “core services”. Next, the analysis included both service providers and demanders’ perception, which are simultaneously divided into two sides of views: “importance” and “satisfaction”. The results of hypothesis testing indicated that both service type (core/non-core) and perception view (importance/satisfaction) have impact on the perception gap between medical service providers and hospital patients. The importance-satisfaction analyses, which were mostly aimed on the demand side of service only, is modified by the study to observe not only service demanders but also suppliers. The result showed that some professional service items still have more room to improve, despite the satisfaction of patients. The study concluded that through a thorough analysis of the perceptions of both sides of medical service (Or other professional services), service providers can not only understand the need of patients but also discover the hidden downsides from the professional view and ultimately improve the overall service quality of medical care.