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系統識別號 U0026-0202201817243400
論文名稱(中文) The Impact of Service Design and Process Management on Service Quality and Patient Satisfaction: An Empirical Study in Taiwan Hospitals
論文名稱(英文) The Impact of Service Design and Process Management on Service Quality and Patient Satisfaction: An Empirical Study in Taiwan Hospitals
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所
系所名稱(英) Institute of International Management
學年度 106
學期 1
出版年 107
研究生(中文) 嚴旼穎
研究生(英文) Huu Nguyet Nghiem
學號 RA6057117
學位類別 碩士
語文別 英文
論文頁數 61頁
口試委員 指導教授-潘浙楠
口試委員-張巍勳
召集委員-王鈿
中文關鍵字 none 
英文關鍵字 Service design  Process management  Service quality  Clinical quality  Experiential quality  Patient satisfaction 
學科別分類
中文摘要 none
英文摘要 Designing an efficient system is very crucial in hospital’s process management because hospital is a complicated and professional environment where the daily number of medical cases needed to be handled is very high. The implementation of a patient-centered service design and process management can reduce process variations/errors and thus enhance the quality of care and the patient satisfaction. The purpose of this research is to explore whether hospitals’ focus on service design and process management is associated with better clinical quality and positive experiential quality.
Following Grönroos’s perspectives on service quality which consists of technical and functional dimensions, the Parasuraman’s SERVQUAL model was adopted and modified to measure the service quality in healthcare delivering process. By conducting the questionnaire survey in four Taiwan hospitals, we found that there is a strong relationship between service quality and patient satisfaction.
By identifying critical elements in hospital management, this research findings may serve as a valuable reference for achieving better patient satisfaction through implementing an efficient process management. Hopefully, the process management in hospitals can be streamlined based on patients’ needs.
論文目次 TABLE OF CONTENTS
ACNOWLEDGEMENTS I
ABSTRACT I
TABLE OF CONTENTS II
LIST OF TABLES V
LIST OF FIGURES 1
CHAPTER ONE INTRODUCTION 1
1.1 Research Background. 1
1.2 Research Questions. 3
1.3 Research Procedure. 4
CHAPTER TWO LITERATURE REVIEW 5
2.1 Total Quality Management. 5
2.2 Service Design. 6
2.3 Process Management. 6
2.4 Service Quality Dimension (Clinical Quality and Experiential Quality). 8
2.4.1 Clinical Quality. 9
2.4.2 Experiential Quality. 9
2.5 Patient Satisfaction. 10
2.6 Relationships among Research Constructs. 11
2.6.1 The Relationship between Service Design and Process Management. 11
2.6.2 The Relationship between Process Management and Clinical Quality and Experiential Quality. 12
2.6.3 The Relationship between Clinical Quality, Experiential Quality, and Patient Satisfaction. 14
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 16
3.1 Research Framework. 16
3.2. Research Hypotheses. 16
3.3 Variable and Measurement. 17
3.4. Sampling Techniques and Data Collection Method. 19
3.5 Data Analysis Method and Pre-test. 20
3.5.1 Descriptive Analysis. 20
3.5.2 ANOVA Analysis. 20
3.5.3 Factor Analysis. 20
3.5.4 Reliability Analysis. 21
3.5.5 Pearson Correlation Analysis. 21
3.5.6 Structural Equation Model (SEM). 21
CHAPTER FOUR RESEARCH RESULTS 23
4.1 Descriptive Analysis. 23
4.1.1 Data Collection. 23
4.1.2 Demographic Characteristics of Respondents. 23
4.1.3 Results of Basic Statistics for Relevant Research Variables. 25
4.1.4 ANOVA Tests. 27
4.2 Confirmatory Factor Analysis, Reliability Analysis and Convergent Validity. 33
4.2.1 Pilot Test. 33
4.2.2 Large Scale Test. 35
4.3 Pearson Correlation Analysis. 40
4.4 Structural Equation Model (SEM). 43
CHAPTER 5 CONCLUSION AND SUGGESTIONS 48
5.1 Research Conclusion. 48
5.2 Theoretical Implications. 49
5.3 Managerial Implications. 49
5.4 Limitations and Future Research. 52
REFERENCES 53
APPENDICES 57
Appendices 1: Questionnaire for service provider. 57
Appendices 2: Questionnaire for patient. 59
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