| Summary: | 碩士 === 國立東華大學 === 公共行政研究所 === 100 === This study reviews the patients‟ medical service quality satisfaction towards different local health centers in Hualien County, utilizing outpatients as the primary subject by on the spot distribution of survey questionnaires and randomly picking 526 copies as research samples. Using descriptive statistics, correlation analysis, multiple regressions, and other statistical methods in conducting analysis, to fully identify the correlation between medical service quality and customers‟ satisfactory.
The research of Cornin and Taylor (1992) found that SERVPERF precedes SERVQUAL and is less complicated, which is also implemented in this study. Results showed that surveys using t-test and ANOVA test among people with different educational levels and monthly incomes have more diversity compared to other factors. Quality service has a direct relation with customer satisfaction, therefore; the better the quality service, the greater the customer satisfaction.
Analysis results determine that health centers with complete medical equipments have the lowest level of agreement with “Tangible” as the measurement of service quality aspect, in which 6 of the health centers still have room for improvements, while courtesy of health center staffs stands the highest with “Assurance” aspect. By means of this study, health centers can fully grasp each category‟s level of satisfaction and understanding patients‟ needs, improving standards by self-evaluation, and ameliorating service quality standards by consulting opinions and suggestions of the unsatisfied ones.
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