| Summary: | 碩士 === 國立中山大學 === 高階經營碩士班 === 101 === To increase medical service quality for medical ecology is necessary nowadays, it provides not only customers satisfaction and ensure patent s’ willing for next visit, but also have the requirements of the hospital accreditation. Furthermore, medical service quality has become the main purchasing direction for hospital administrators. This survey is based on “5Q model for different dimensions” by Zineldin (2006), including quality of object, quality of processes, quality of infrastructure, quality of interaction, quality of atmosphere. However, it evaluates which medical service quality that may affect patient’s satisfaction and loyalty for gastroscopy in gastrological department. The result of this research can be used by the hospital to provide the medial service quality, hospital competitiveness, sustainable development, and to supply more effective strategies in future direction.
This survey investigated the patients for the examination of medical imaging from the biggest military hospital in southern, which was assessed as a regional Teaching Hospital by department of Health, the executive Yuan. A total of 148 questionnaires were sent out to patients, with112 valid samples, and with 3 uncompleted invalid samples. The effective response rate is about 75.7%. In this study, the quality of medical service is based on five dimensions analysis, respectively patient satisfaction and patient loyalty. In addition, the patient satisfaction provided analysis and discussion for patient loyalty
The research is summarized as follows: 1.The medical service quality “quality of interaction and quality of atmosphere. “ were strongly positive and significant influence on patient satisfaction. 2. The quality of object and quality of interaction had also strong and positive impact on the loyalty of the patients, but the quality of process, quality of atmosphere, and the quality of infrastructure hadn’t affect the patient loyalty remarkably. 3. In addition, patient satisfaction appeared a relevant and significant impact on patient loyalty.
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