An Empirical Research of the Relationship of Air Force Basic Health Units Service Quality and Patient Satisfaction

• Main Authors: Lee, Wen-Hsu, 李文旭
• Other Authors: Teng, Ying-Maw
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/34911722858923669251

碩士 === 義守大學 === 管理學院管理碩士在職專班 === 101 === Abstract Military basic health unit, being the part of the “military health service”, is the first entry where the military compatriots contact when they are in needs of the health care. Regarding the past research about medical service quality, military basic health unit is comparably rare a study subject. This study analysis the patient in a military basic health unit of the Air Force to discuss in which dimension of service quality the patient pay the most attention to. The result is used to improve the medical service quality in order to enhance the patient satisfaction and loyalty. The questionnaire in the study is designed by referring to Parasuraman et al.(1998) , SWECQUAL scale and the questionnaire is divided in four parts as follows: ”medical service quality” , ”patient satisfaction” , ”patient loyalty” and “the basic personal data”. The study is based on random single patient in a military basic health unit of the Air Force, with a total of 512 questionnaires distributed. Deducting the invalid questionnaires, the amount is summed to 500, with a 97.366% effective response rate. Lastly, the 500 valid questionnaires are analyzed by SPSS V12.0 for data analysis. According to the result, patient satisfaction shows a positive correlation with patient loyalty, that is to say, enhancing patient satisfaction helps to improve patient loyalty; and the patient satisfaction indicates significant positive related with “reactive” , ”reliability” and “assurance” three dimensions of the medical service quality; in the other hand, patient loyalty is significantly positive related with “reactive” , ”reliability” two dimensions of the medical service quality.Given the compress of the military anpower, the basic health unit in this case can give priority to strengthen the “reactive” , ”reliability” dimensions of medical service quality, in order to enhance the patient satisfaction and patient loyalty in the most streamlined way.