Exploring the Perception of Healthcare Service Quality on the Technician for Caring Service

• Main Authors: TSAI, SHU-YI, 蔡淑宜
• Other Authors: KUO, YEN-HUNG
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/9cu99y

碩士 === 嘉南藥理大學 === 醫務管理系 === 105 === In order to cope with the urgency of aging in Taiwan, the demand for technician for caring service is also increasing rapidly. However, the relevant research on nursing staff at home and abroad is obviously inadequate. As a professional and long-term care work has certain degree of specificity and complexity in the provision of health services to meet the needs of service users in the process, service users in the service quality satisfaction is the most concerned about the relationship with the technician for caring service, that is, to take care of service and service The relationship between the quality of the service will affect the quality of the service, so from the service users’ point of view to understand the feelings of receiving care services. And whether the institutional units have the ability to improve service quality and the use of service providers to establish a good interactive relationship between the various units to enhance the competitiveness of one of the important factors. Based on the service quality model, this study aims to explore the current situation of the quality of care services and how to improve the quality and cognitive quality of service providers and how to improve and improve the quality of care services.In this study, the service quality model of P.Z.B. was used as the theoretical framework, and the method of SERVQUAL scale and the degree of attention and performance analysis (IPA) was used as the tool to measure service quality in this study, and the service users were informed about the service and the status quo. This study discusses the current situation of service users' service quality and performance, and obtains the conclusion after the questionnaire survey by the organizations, nursing home and community. The results of this study show that the level of service quality of service users perceived the reliability, reactivity, assurance, empathy, tangibility and reliability are the most influential elements of overall service quality. The average of which is between 4.34-4.62, with the highest level of awareness that "I am comfortable with the caregiver of the caregiver and which ensures the safety of the case", "I have a sense of awareness of the caregiver's ability to assist in case activities and sports" lowest. Service users perceive the quality of service satisfaction in terms of reliability, assurance, reactivity, empathy, tangibility, "reliability" is the overall service quality of the most influential facets, the quality of service The average is between 4.07-4.26, with the highest level of awareness that "I am comfortable with the caregiver of the caregiver and which ensures the safety of the case", "I have the lowest level of perception that the caregiver can assist in case activities and sports." Perceived service quality will be significantly different due to the personal attributes of service users and caregivers; service quality is a key facilitator of job satisfaction, with a number of organizational attributes affecting both. P.Z.B. The quality of service quality, such as "tangibility", "reliability", "reactivity", "guarantee" and "empathy", affect the quality of customer perceived service. There is a positive and significant impact on the importance and satisfaction of customers in expecting and perceiving service quality. Among them, the reliability, assurance and reactivity of a significant level. Attention and satisfaction of the complex regression model also has statistical significance, service quality represents a professional. Each unit can measure the quality of the service in order to achieve overall satisfaction.