Applying Importance-Performance Analysis to Diagnose Service Quality of Hospital – The Case of P Hospital

• Main Authors: Han-chih Wang, 王漢志
• Other Authors: henry yang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/kpa233

碩士 === 國立高雄大學 === 高階經營管理碩士在職專班(EMBA) === 101 === The popularity of network technology and the easy acquisition of health information have the public focus the medical service quality on the overall medical equipment of a hospital and the healthcare techniques, behaviors, and attitudes of medical staff towards patients. Patient satisfaction therefore has become the key indicator of patients’ word-of-mouth, revisit intention, and loyalty to a hospital. To stand out in the fiercely competitive market with restricted resources, medical service providers need to understand their Medical Service Quality, which is emphasized by patients, and invest in proper resources for the improvements to meet patients’ expectation and objective of sustainable management. Importance-Performance Analysis (IPA) was employed in this study for investigating the service quality of P hospital. The data were collected through questionnaire survey, and total 235 valid responses were received for further statistical analyses. The service quality is divided into four quadrants for understanding the importance and performance of service quality in P hospital. Results show that two items of services provided by P hospital need to be addressed first: (1) The ward should be clean and comfortable; (2) The ward should be equipped with clean bed sheet, quilt sheet, and clothes. It is expected to provide P hospital with improvement suggestions in business strategies so as to enhance the patient satisfaction and benefit the medical service performance.