Applying AHP to Explore Medical Service Quality and Gap Model Analysis-The Case of a Military Hospital in Southern Taiwan

• Main Authors: YANG,PEI CHI, 楊珮綺
• Other Authors: PAO-TIAO CHUANG
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/22w397

碩士 === 國立高雄大學 === 亞太工商管理學系碩士班 === 104 === Since the implementation of National Health Insurance, people began going to the private medical institutions which with modern facilities, therefore, causing the Military hospital to face a great impact by losing patients. As the result, this study took a military hospital as the example to conduct a questionnaire survey, hoping to find out the reasons for its poor service quality and to improve the overall quality of this hospital. Firstly, this research was based on the five dimensions of the SERVQUAL, and integration of six medical service quality dimensions including tangibility, reliability, responsiveness, assurance, empathy, and convenience by various scholars to understand the patients’ satisfaction via questionnaire. On the other hand, according to the managers’ viewpoint to design items of Analytic Hierarchy Process (AHP) and using AHP to find out the possible factors that may cause dissatisfied medical services. Finally, combined the customer s’ satisfaction and the right weight values by AHP, and making the combination as the basis for the research discussion and recommendation. The results showed some factors, medicine workers present a well-groomed, medicine workers have a professional service, medicine workers can provide service in time and assist the patient to solve problems, medicine workers have sufficient expertise to respond the patient problems, medicine workers can listen the patients to express their feelings, transportation convenient, were regarded as the most satisfactory part of hospital service; however, comfortable and warm hospital environment, medical workers can complete promise toward patients in time, good communication skills of medical teams to deal with emergency situation, medical workers maintain kind and respect to patients, medical workers will give priority to the patient’s right, there are good traffic flows and planning inside hospital were regarded as the most unsatisfactory part of hospital service. From the six dimensions result, lack of market survey and vertical miscommunication in the gap between patient expectations and management perception were regarded as the reasons that caused the unsatisfied of the patients with the medical service quality, by the viewpoint of medical professionals. From the result of this study, once the hospital wants to increase patients’ satisfaction, these two problems should be improved as soon as possible. Keywords：Medical Service Quality, Gap Model Analysis, SERVQUAL, Analytic Hierarchy Process