Investigating the Relationship between Medical Service Quality and Dental Patients’ Medical Satisfaction

• Main Authors: CHANG, YU-MI, 張鈺米
• Other Authors: WU, CHUN-HUI
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/2s55ax

碩士 === 國立虎尾科技大學 === 資訊管理系碩士在職專班 === 107 === After the implementation of the National Health Insurance, patients have more choices for dental care as more dental clinics have been opened. However, competition among dental care institutes has been increasing with the rising of operating costs. In order to improve the quality of medical services and establish a good relationship with patients to achieve a "patient-centered" quality, management staff must understand the factors affecting patient satisfaction and improve their service quality accordingly It makes the return rate of be maintained. Based on the medical service quality model, this study establishes a research framework to explore the relationship between medical service quality, staff-patient communication, and patient satisfaction. A quantitative research method was adopted. A total of 131 questionnaires were collected through an online survey with a 100% return rate. The data was analyzed by SPSS 20 statistical software to examine the research hypothesis. Recommendations were made based on the results. The study found that: (1) medical service quality and patient-staff communication have a positive impact on patient satisfaction. Therefore, to improve patient satisfaction and return rate, staff’s professional ability, knowledge, and communication ability need to improve, and so is the treatment process and appointment-making system; (2) staff-patient communication has a significant impact on patient satisfaction. It is suggested that communication skills training should be provided to improve staff-patient relationships. Medical institutions should also invest sufficient staff to conduct regular satisfaction surveys and review improvements.