| Summary: | 碩士 === 國立雲林科技大學 === 工業工程與管理系 === 103 === Under the competitive medical environment, hospitals all committed to improving service quality. Cashier counter is the front line to provide services for patients. In this study, PZB service quality perspectives are utilized to analyze the insufficiency of service quality in the cashier counter of the hospital as case study materials to investigate the improvement directions. With sampling approaches, 430 questionnaires were issued and 402 valid questionnaires were recovered in this study. After data compilation and processing, descriptive statistics, t-test, and single factor variable analysis were conducted. The results show that there are significant differences in the tangible perspective of expectations and perception of service quality of identity variable. Newly diagnosed and referral variables show significant influence in the responsiveness to the expectations for service quality and assurance perspectives. Age has significant influences on the recognition in the perspectives of tangibles, responsiveness, assurance, and empathy. Education level variable significantly influences the perspectives of tangibles and responsiveness. Meanwhile, education level variable also shows significant influences on the tangibles and reliability of service quality perspectives. According to the results of analyses and experiences related to the cashier counters provided by the respondents during depth interviews, it is suggested that the case study hospital should give priority to the improvement directions including how counter staff properly handle patients’ problems when the wait time for the approval of prices is longer, problems about the stability of charging machines, and how counter staff express empathy to the needs of patients in the future.
Keywords: cashier counter, service quality, PZB service quality perspectives
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