Exploring the "Customer-Centered" Medical Services with Service Quality Model

• Main Authors: Ya-Wen Shen, 沈雅雯
• Other Authors: Kao-Piao Chung
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/96707921031638568815

碩士 === 國立臺灣大學 === 公共衛生碩士學位學程 === 103 === Background: The Ministry of Health and Welfare announced the top ten causes of death in 2014, the statistics showed the first ranked were the chronic diseases and the mainly death were the malignancy tumor (28.8%), and the primary cause of cancer death were the lung cancer with male and female. The second death ranked were the heart disease (16.9%). Today’s people suffering from coronary artery disease and cancer population increases by every year, and because of the rapidly changing global economic environment, the medical demanders requirements for medical service quality are always rising, so the customer-centered philosophy has from gradually services extend to the general health care services. Objective: Use SERVQUAL questionnaire PZB service quality model development, and to explore the patients and their families with the quality of medical service expectations and actual experience of the quality medical services, although to understand the demand for medical care, cognition, reliability and satisfaction with the medical care. We can to improving the chest medicine (respiratory) and cardiology of health care quality and to reach the target of the holistic health care. Methods: This study used a questionnaire of the SERVQUAL model, the main target of chest medicine and cardiology patients and their families. The questionnaire measured time by January 6, 2015 to March 13, 2015. This study were closed the case one way to understand and filled in "research questionnaire respondents explained and consent" of the present study a questionnaire to measure the quality of service, so no invalid questionnaires, the last questionnaire actually gets 200 valid questionnaires, the response rate was 100%. Results: The results of this study showed that the degree of attention in service (E) to reach a level of perception and services (P) is concerned, Cronbach''s α are all greater than 0.90, indicating good reliability. In the overall subjects, the patients and families of the desired service services dimensions with the highest score were the assurance dimension. In the overall subjects, the patients and families of the experienced service services dimensions with the highest score were the assurance dimension and the lowest score were tangible dimension. Conclusions and Recommendations: The assurance dimension of the service quality were the imporant facor with the patients and families. That’s mean the importance of assurance dimension were professional attitude and professionalism of the medaical staff. In addition, to improve service quality and create high-quality environment for medical treatment, not only to develop standardized operating procedures and continuing educational training, but also be given timely encourage to medical staff and pay attention to the views of patients and their families.