| Summary: | 碩士 === 國立成功大學 === 國際經營管理研究所碩士在職專班 === 104 === To examine the perception of patient satisfaction and behavioral intention relevant to service quality of physician. We modified SERVQUAL with five dimensions: professionalism, patience, efficiency, respect and responsiveness additional Chinese specific term of chin-chieh; totally six dimensions to evaluate the patients in north-east of Taiwan and if there are culture difference.
It is a survey study and the subjects are patients from four outpatient departments of a public veteran local community hospital located at Yi-lan county. We delivered the questionnaire by assistants whom have medical back ground to the patients just finished the visiting and waiting to take the medicine and have their agreement orally. The duration was about three weeks and the assistants to explain the contents of questionnaire to the elder patients because the samples were not enough so we adopted the convenient samples but who had visited one of these four outpatient departments in half year.
There are positive relationship between service quality of physician, patient satisfaction and their behavioral intention. The Chinese specific term of chin-chieh seems most valuable, the professionalism of physician is also important, the waiting time is not care about by patients because they thought not the physician fault but too many patients wanted to visit him.
The attitude of physician is very important such as chin-chieh. The professionalism of physician is focus on the correct diagnosis and treatment. The expense of medical care is not important in this study might due to the coverage of National Health Insurance policy. The functional quality seems more important than technical quality in this secondary city, however the charisma of physician still an important factor to attract patients and also valuable asset of hospital.
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