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系統識別號 U0026-0608202010353800
論文名稱(中文) 由醫療服務品質和企業形象探討基層診所之病患滿意度-以牙科、耳鼻喉科及復健科為例
論文名稱(英文) Discussion of patient satisfaction in clinics through medical service quality and corporate image - Based on the department of Dentistry, Otolaryngology, and Rehabilitation
校院名稱 成功大學
系所名稱(中) 企業管理學系碩士在職專班
系所名稱(英) Department of Business Administration (on the job class)
學年度 108
學期 2
出版年 109
研究生(中文) 吳怡青
研究生(英文) Yi-Ching Wu
學號 R47071013
學位類別 碩士
語文別 中文
論文頁數 98頁
口試委員 指導教授-黃瀞瑩
口試委員-方世杰
口試委員-李憲達
中文關鍵字 醫療服務品質  企業形象  病患滿意度  基層診所 
英文關鍵字 Medical Service Quality  Corporate Image  Patient Satisfaction  Clinic 
學科別分類
中文摘要 我國醫療院所的層級,分為醫學中心、區域醫院、地區醫院及基層診所,依據衛生福利部資料顯示,近十年的醫療院所發展相當極端,醫院的數目逐年減少,基層的診所家卻是年年增加。回顧過去文獻多偏重於大型醫療院所為研究對象,較少針對地區廣泛但深入基層的醫療診所進行研究、就醫認知與就醫行為之影響亦是聚焦於醫學中心或醫院。在醫療院所經營越來越嚴峻的趨勢下,為了讓民眾透過此研究瞭解台灣的分級醫療制度,並且知曉哪些認知觀念可能影響他們選擇到哪裡就醫,促進良好的診療互動及達到迅速便利的就醫性。
本研究採問卷調查方式,由醫療服務品質和企業形象探討基層診所之病患滿意度,並選定基層診所診療中求診人次相較多的「牙科」、診療疾病最廣泛的「耳鼻喉科」及診療年齡層較年長的「復健科」進行相關性研究。本問卷以一般民眾為受訪對象,採不記名方式填答,有效樣本數為573人。實證研究結果發現得平均最高的是「人員素質」構面、而不論是哪個科別,醫療服務品質皆會直接影響基層診所形象的感知、牙科與耳鼻喉科的醫療服務品質會直接影響病患對基層診所的滿意度、僅有牙科的企業形象會直接影響病患對基層診所的滿意度。最後根據研究結果提出對管理與實務上適當的建議,並提供給衛生主管機關以及醫療院所決策者或管理者評估管理之參考。
英文摘要 There are four levels of medical institutions in Taiwan, including Medical Center, Regional Hospital, District Hospital and Clinic. According to the data of the Ministry of Health and Welfare, the strange phenomenon that the number of hospitals has decreased year by year, but the number of clinics has been in the opposite side. Recalling the past, literatures are mostly focused on large medical hospitals as the research object, and it is also less focused on clinics. Under the trend of increasingly severe management of medical institutions, through this study let people understand Taiwan's graded medical system and know which cognitive concepts may affect where they choose to go to the hospital.
This research was proposed to discuss patient satisfaction in clinics through medical service quality and corporate image, the data based on the department of Dentistry, Otolaryngology, and Rehabilitation. Randomly invited general people could fill the questionnaire anonymously. Furthermore, the number of valid samples are 573. This evidence-based study showed the "personnel quality" facets got the highest average scores. The quality of medical services would directly affect the perception of the image of the clinics no matter which medical divisions. However, the quality of medical services would directly affect the patient satisfaction in Dentistry and Otolaryngology. There was only Dentistry of corporate image would directly affect the patient satisfaction. Corporate image has a partial intermediary effect in the main relationship. Finally, based on the results, this research provided appropriate recommendations for health authorities and medical institution managers to evaluate strategies.
論文目次 中文摘要 I
Abstract II
誌謝 III
目錄 V
表目錄 VII
圖目錄 IX
第一章 緒論 1
第一節 研究動機與目的 6
第二節 研究流程 8
第二章 文獻探討 9
第一節 台灣醫療系統 10
第二節 基層診所 17
第三節 醫療服務品質 19
第四節 企業形象 24
第五節 病患滿意度 28
第三章 研究方法 32
第一節 研究架構 32
第二節 研究假設 33
第三節 研究變項與問卷設計 38
第四節 研究對象 42
第五節 研究分析方法 43
第四章 研究結果 46
第一節 受訪民眾資料分布 46
第二節 問項及各構面之滿意度分布 48
第三節 信效度分析 53
第四節 差異性分析 60
第五節 迴歸分析 63
第五章 結論與建議 72
第一節 研究假設驗證 72
第二節 研究結論 73
第三節 管理意涵 77
第四節 研究限制與未來研究建議 81
參考文獻 82
附錄 「由醫療服務品質和企業形象探討基層診所之病患滿意度-以牙科、耳鼻喉科及復健科為例」問卷 95
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