| Summary: | 碩士 === 佛光大學 === 管理學系 === 107 === The medical environment in Taiwan has increased with the convenience of medical treatment, and the number of visits has also increased. In order to meet the needs of patients, in addition to the constant investment in hardware construction, hospitals also put forward the "patient-centered" slogan in line with the provisions of hospital evaluation. Therefore, how to improve the hospital's service quality and meet the needs of patients is the motivation of this study. On the other hand, because the public's sense of consumption is on the rising, the emergency department is at the forefront of the hospital. Facing the ever-changing situation, it is often inconsistent with the expectations of the people because of the unpleasantness in the process or the result. The medical staff are often accused of indifference, no Empathy, causing conflicts or disputes between each other. Therefore, this study wants to understand the relationship between service quality, satisfaction and loyalty by seeking medical treatment, and to reduce the proportion of people's medical complaints or disputes through suggestions and improvement through mutual understanding. This is the second motivation of this study .
Based on the literature and hypotheses, this study infers that the quality of service is: tangibility, reliability, responsiveness and empathy. The facets of satisfaction are: people, process and results. The loyalty of the face is: attitude and behavioral loyalty. Taking the emergency department of the St. Mary’s Hospital of Luodong as an example, using the literature discussion and the questionnaire survey method for empirical analysis, it is the questionnaire that adopts the sampling method. A total of 430 questionnaires were distributed and 398 were recovered. The recovery rate was 92%, and the invalid questionnaire was excluded. 385 valid questionnaires, the effective rate was 89.5 %
The study results show that: First, service quality has a positive significant relationship on satisfaction; Second, service quality has a positive significant relationship on loyalty; Third, satisfaction has a positive impact on loyalty; Fourth, satisfaction in service quality with loyalty has an intermediary effect.
|
|---|
