| Summary: | 碩士 === 高雄醫學大學 === 醫學社會學與社會工作學研究所 === 98 === The purposes of this study were mainly discuss the hospital treating patient relation. I compare the hospital image after analyzing service failures, service recover, satisfaction after service recover and loyalty from patients.
The suday took a medical center where I work as research filed. I focus on the patients who encounter service failures during July 2009 to Dec 2009. The Management Dept. recorded 406 cases which were complained through mail, telephone…etc. After erasing the cases without offering contact information such as Tel or address, there are still 361cases. This research is based on these 361 cases.
The study was analysed with quantification method and gather data from structured questionnaire. The results of the study are as follows:
1.patients and their family are not satisfied with the compensation for the service failure. The cross-sectional analysis between service failure and patient satisfaction shows the patients and their family do not satisfy with the compensation offered by hospital.
2.Patients would not be satisfied if the hospital just explains for the service failure. However, they will be satisfied if the hospital offers some concrete compensation such as Ward exp. parking exp. and medical exp. discount. And it is good for the hospital image and patient loyalty.
3.It helps the patients satisfaction and loyalty If the hospital can offer proper service compensation. And the less complain will lead to the better hospital image.
4.we also find out that the patient satisfaction after service recovery, hospital image and patient loyalty are significant positive correlated.
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