| Summary: | 碩士 === 義守大學 === 管理學院管理碩士班 === 99 === The drop in the number of hospitals in Taiwan, from 610 in 2002 to 514 in 2009, reflects the increased competition among health care organizations. In order to sustain in this increasingly competitive market environment, every hospital is working to improve health care quality and patient satisfaction and to secure long-term support from patients. This study examined the effect of service encounter on health care quality and explored whether the interaction effect between perceived waiting time and service encounter interfere the health care quality. In addition, the differences in perceived waiting time and health care quality based on demographic variables were explored. In this study, a total of 410 questionnaires were distributed and 381 effective copies were returned. The ratio for effective questionnaire returns was 92.93%. The research finds that: Service encounter has a positive effect on health care quality. The interaction effect between perceived waiting time and service encounter does not interfere the health care quality. The perception of waiting time varies significantly with demographics variables in gender and registration methods. Evaluation of health care quality differs significantly in demographic variables such as marital status, age, education, occupation, registration method, visit frequency, respondents, and residence. Better service encounter experience leads to higher perceived health care quality. The waiting time does not change a patient’s perceived quality of health care service resulting from a service encounter. Patients of different backgrounds have different perceptions of health care quality.
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