The Relationship of Internal Service Quality and Performance in Medical Laboratory：A Case Study of a Medical Institution in Tainan

• Main Authors: Szu-Chun Chen, 陳思淳
• Other Authors: 張同廟
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/13888569256857084018

碩士 === 台南應用科技大學 === 國際企業經營系碩士班 === 104 === In recent years, with education and living standards rising continuously, compatriot demand for the quality of life increasing, and it emphasis on the service quality has spread out among with the Medical Services, and of the quality and quantity of the expectations and requirements of services is also increasing. Therefore, customer satisfaction has become the key point of hospital operations. Medical institutions mostly based on external customers currently. Nevertheless, if the operation between the various departments wouldn’t reach the internal customer satisfaction, it will affect the team collaboration among departments and then the quality service to external customers providing. In medical institutions, virtue or vice of collaboration with Inspection Department and Clinical Departments is a great matter on service quality in Clinical Care. Therefore, Inspection Department should market on internal customer well apart from focus on external customers. It promotes caregiver satisfaction with the Inspection Department, in order to improve the overall quality of medical care. Currently in terms of quality inspection services, there are few studies and no defined detection scale based on the perspective of health care needs to measure the service quality satisfaction. This study according to Parasuraman et al.（1988）aims of five items of quality facets to develop the detection scale of the quality service in medical examination. This research method is questionnaire. Objects of study are health care workers in a certain medical institution. The investigation is related to service quality of its Inspection Department. Issued a total of 350, the effective response rate was 87.4%. The results found: 1.there is a significant differences with the importance of service quality to service satisfaction. 2.the Importance of service quality to service satisfaction have significant positive effects. 3.Service satisfaction will be significantly positive impact in the performance. 4.the importance of service quality will be significantly positive impact in performance. 5.personal health care workers of different backgrounds in the "Age", "years of service", "working experience" and other variables have significant differences in the importance of service quality; there are significant differences of service satisfaction between personal health care workers of different backgrounds in the "Age", "Gender", "job category", "marital status", "salary", "years of service" and other variables. There will be significant differences in the performance of different backgrounds of "Age", "sex", "marital status", "job category", "working experience" and other variables. According to the findings, this study presents suggestions for follow-up researchers and medical institutions with reference.