Application of IPA Matrix to Examine Hospital Medical Service Quality
碩士 === 中山醫學大學 === 醫學資訊學系碩士班 === 106 === In this study, a structural questionnaire consists of patients’ socio-economic data and SERVQUAL scale with 22 items, was used to collect the expected importance and perceptive satisfaction of service quality before and after the medical service. Patients from...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2018
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| Online Access: | http://ndltd.ncl.edu.tw/handle/7s333c |
| Summary: | 碩士 === 中山醫學大學 === 醫學資訊學系碩士班 === 106 === In this study, a structural questionnaire consists of patients’ socio-economic data and SERVQUAL scale with 22 items, was used to collect the expected importance and perceptive satisfaction of service quality before and after the medical service. Patients from A hospital’s sleep center are taken as sample sources. A total of 312 valid questionnaires were collected to understand the medical service quality of the sleep center. This study adopts the importance-performance analysis (IPA) to explore the 22 service quality items of service quality of A hospital. It results that there are 7 service items need to be improved, the suggestions and strategies for improving service quality are proposed here.
The purpose of this study is to increase the medical quality for patient services in the sleep medicine center of hospital A in order to promote the competitiveness of hospital A in medical services.
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