進階搜尋


 
系統識別號 U0026-0708201609305000
論文名稱(中文) 探索華人病患對其健康照顧者的滿意度與行為意圖
論文名稱(英文) Exploring Chinese Patients’ Satisfaction and Behavioral Intention with Their Exploring Chinese Patients' Satisfaction and Behavioral Intention with Their Healthcare
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 104
學期 2
出版年 105
研究生(中文) 林超
研究生(英文) Chao Lin
學號 RA7001070
學位類別 碩士
語文別 英文
論文頁數 77頁
口試委員 召集委員-史習安
口試委員-許書瑋
口試委員-高如妃
指導教授-王慕容
中文關鍵字 線性回歸  醫師的服務品質  病人滿意度  病人行為意圖  SERVQUAL. 
英文關鍵字 Linear regression  Service quality of physician  Patient satisfaction  Patient behavioral intention  SERVQUAL. 
學科別分類
中文摘要 我們仿效SERVQUAL的五個構面:專業、耐心、效率、尊重、負責;再加上華人獨特的:親切;總共六個構面來檢視華人病患的滿意度與行為意圖是否與醫師的服務品質有相關性。
英文摘要 To examine the perception of patient satisfaction and behavioral intention relevant to service quality of physician. We modified SERVQUAL with five dimensions: professionalism, patience, efficiency, respect and responsiveness additional Chinese specific term of chin-chieh; totally six dimensions to evaluate the patients in north-east of Taiwan and if there are culture difference.
It is a survey study and the subjects are patients from four outpatient departments of a public veteran local community hospital located at Yi-lan county. We delivered the questionnaire by assistants whom have medical back ground to the patients just finished the visiting and waiting to take the medicine and have their agreement orally. The duration was about three weeks and the assistants to explain the contents of questionnaire to the elder patients because the samples were not enough so we adopted the convenient samples but who had visited one of these four outpatient departments in half year.
There are positive relationship between service quality of physician, patient satisfaction and their behavioral intention. The Chinese specific term of chin-chieh seems most valuable, the professionalism of physician is also important, the waiting time is not care about by patients because they thought not the physician fault but too many patients wanted to visit him.
The attitude of physician is very important such as chin-chieh. The professionalism of physician is focus on the correct diagnosis and treatment. The expense of medical care is not important in this study might due to the coverage of National Health Insurance policy. The functional quality seems more important than technical quality in this secondary city, however the charisma of physician still an important factor to attract patients and also valuable asset of hospital.
論文目次 ABSTRACT .................................................................................................................. II
ACKNOWLEDGEMENTS ........................................................................................ IV
TABLE OF CONTENTS ............................................................................................. V
LIST OF TABLES ..................................................................................................... VII
LIST OF FIGURES .................................................................................................. VIII
CHAPTER ONE INTRODUCTION ............................................................................ 1
1.1 Research Background ...................................................................................... 1
1.2 Research Objective and Contribution. ............................................................. 5
1.3 Research Procedure. ........................................................................................ 6
CHAPTER TWO LITERATURE REVIEW ................................................................. 8
2.1 The Definition of Service quality. ................................................................... 8
2.2 Service Quality and Doctor-Patient Relationship. ......................................... 10
2.3 Service Quality in Healthcare Industry. ......................................................... 11
2.4 Understanding Patients’ Service Quality in Non-Western Settings. .............. 13
2.5 The Definition of Satisfaction. ...................................................................... 15
2.6 Behavioral Intention. ..................................................................................... 19
2.7 Research Purpose and Design. ...................................................................... 21
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY ...................... 23
3.1 Conceptual Model.......................................................................................... 23
3.2 Definition of Variables. .................................................................................. 24
3.4 Sampling Plan. ............................................................................................... 25
3.5 Question Design and Construct Measurement. ............................................. 26
VI
3.5.1 The Demography of Sample. ............................................................... 30
3.6 Data Analysis Procedure. ............................................................................... 30
CHAPTER FOUR RESEARCH RESULTS ............................................................... 31
4.1 Descriptive Statistics. .................................................................................... 31
4.1.1 Characteristics of Respondents. .......................................................... 31
4.1.2 Characteristics of Items of Questionnaire. ......................................... 32
4.2 Factor Analysis and Reliability Test. ............................................................. 34
4.3 Multiple Regression Analysis. ....................................................................... 36
4.3.1 Testify the Hypotheses. ........................................................................ 36
4.3.2 Correlation between Independent Variables ....................................... 39
4.4 Hierarchical Regression Model to Testify the Mediator. ............................... 41
CHAPTER FIVE CONCLUSION AND RECOMMENDATION ............................. 46
5.1 Discussion and Conclusion. ........................................................................... 46
5.1.1 Theoretical Implication. ...................................................................... 46
5.1.2 Practical Implication. ......................................................................... 49
5.2 Limitation and Future Research. ................................................................... 50
REFERENCES ............................................................................................................ 52
APPENDICES ............................................................................................................. 58
參考文獻 Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social science & medicine, 52(9), 1359-1370.
Baker, J., & Lamb, J., Charles W. (1994). Measuring architectural design service quality. Journal of Professional Services Marketing, 10(1), 89-106.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173-1182.
Beach, M. C., Duggan, P. S., Cassel, C. K., & Geller, G. (2007). What does ‘respect’mean? Exploring the moral obligation of health professionals to respect patients. Journal of general internal medicine, 22(5), 692-695.
Bendapudi, N. M., Berry, L. L., Frey, K. A., Parish, J. T., & Rayburn, W. L. (2006). Patients' perspectives on ideal physician behaviors. Paper presented at the Mayo Clinic Proceedings.
Bloemer, J., De Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: A multi-dimensional perspective. European Journal of marketing, 33(11/12), 1082-1106.
Bolton, R. N., Lemon, K. N., & Verhoef, P. C. (2008). Expanding business-to-business customer relationships: Modeling the customer's upgrade decision. Journal of marketing, 72(1), 46-64.
Boshoff, C., & Gray, B. (2004). The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry. South African Journal of Business Management, 35(4), 27-37.
Bramesfeld, A., Wedegärtner, F., Elgeti, H., & Bisson, S. (2007). How does mental health care perform in respect to service users' expectations? Evaluating inpatient and outpatient care in Germany with the WHO responsiveness concept. BMC health services research, 7(1), 1-12. doi:10.1186/1472-6963-7-99
Brook, R. H. (1993). Maintaining hospital quality: The need for international cooperation. JAMA, 270(8), 985-987.
Calnan, M., Katsouyiannopoulos, V., Ovcharov, V., Prokhorskas, R., Ramic, H., & Willims, S. (1994). Major determinants of consumer satisfaction with primary care in different health systems. Family practice, 11(4), 468-478.
Cheng, S.-H., Yang, M.-c., & CHIANG, T.-L. (2003). Patient satisfaction with and recommendation of a hospital: Effects of interpersonal and technical aspects of hospital care. International journal for quality in health care, 15(4), 345-355.
Choi, K.-S., Cho, W.-H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57(8), 913-921.
Coulter, A., & Jenkinson, C. (2005). European patients' views on the responsiveness of health systems and healthcare providers. The European Journal of Public Health, 15(4), 355-360.
Craney, T. A., & Surles, J. G. (2002). Model-dependent variance inflation factor cutoff values. Quality Engineering, 14(3), 391-403.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. the Journal of Marketing, 56(3), 55-68.
Crosby, P. B. (1980). Quality is free: The art of making quality certain: Signet.
De Man, S., Gemmel, P., Vlerick, P., Van Rijk, P., & Dierckx, R. (2002). Patients' and personnel's perceptions of service quality and patient satisfaction in nuclear medicine. European Journal of nuclear medicine and molecular imaging, 29(9), 1109-1117.
De Silva, A., & Valentine, N. (2000). A framework for measuring responsiveness: World Health Organization Geneva.
Donabedian, A. (1990). The seven pillars of quality. Archives of pathology & laboratory medicine, 114(11), 1115-1118.
Donabedian, A. (1996). The effectiveness of quality assurance. Int J Qual Health Care, 8(4), 401-407.
Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of service research, 1(2), 178-186.
Duggirala, M., Rajendran, C., & Anantharaman, R. (2008). Patient-perceived dimensions of total quality service in healthcare. Benchmarking: An International Journal, 15(5), 560-583.
Epstein, R. M., & Hundert, E. M. (2002). Defining and assessing professional competence. JAMA, 287(2), 226-235.
Fiala, T. G. (2012). What do patients want? Technical quality versus functional quality: A literature review for plastic surgeons. Aesthetic Surgery Journal, 32(6), 751-759.
Fisher, A. W. (1971). Patients' evaluation of outpatient medical care. Academic Medicine, 46(3), 238-244.
Fitzpatrick, R. (1991). Surveys of patients satisfaction: I--Important general considerations. Bmj, 302(6781), 887-889.
Garvin, D. A. (1983). Quality on the line. Harvard Business Review, 65-75.
Glynn Mangold, W., & Babakus, E. (1991). Service quality: The front-stage vs. the back-stage perspective. Journal of services marketing, 5(4), 59-70.
Gooding, S. (1994). Quality, sacrifice, and value in hospital choice. Journal of Health Care Marketing, 15(4), 24-31.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of business, 9(3), 10-13.
Gronroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of Business Research, 20(1), 3-11.
Hassali, M., Shafie, A., & Khan, T. (2012). General public expectation from the communication process with their healthcare providers. Journal of Young Pharmacists, 4(3), 193-198.
Hausman, A. (2004). Modeling the patient-physician service encounter: Improving patient outcomes. Journal of the Academy of Marketing Science, 32(4), 403-417.
Headley, D. E., & Miller, S. J. (1993). Measuring service quality and its relationship to future consumer behavior. Journal of Health Care Marketing, 13(4), 32-41.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes an integration of relational benefits and relationship quality. Journal of service research, 4(3), 230-247.
Hofstede, G. (1980). Culture and organizations. International Studies of Management & Organization, 10(4), 15-41.
Hofstede, G. (1984). Culture's consequences: International differences in work-related values (Vol. 5). Newbury Park, CA: sage.
Hofstede, G. (1991). Empirical models of cultural differences: Lisse, Netherlands: Swets & Zeitlinger Publishers.
Hoftstede, G. (1980). Culture’s consequences: International differences in work-related values: London: Sage.
Hoyer, R. W., Hoyer, B. B., Crosby, P. B., & Deming, W. E. (2001). What is quality? Quality Progress, 34(7), 52-62.
Imrie, B. C., Cadogan, J. W., & McNaughton, R. (2002). The service quality construct on a global stage. Managing Service Quality: An International Journal, 12(1), 10-18.
Jayanti, R. (1996). Affective responses towards service providers: Implications for service encounter satisfaction. Health Marketing Quarterly, 14(1), 49-65.
Kang, G.-D. (2006). The hierarchical structure of service quality: Integration of technical and functional quality. Managing Service Quality: An International Journal, 16(1), 37-50.
Kenagy, J. W., Berwick, D. M., & Shore, M. F. (1999). Service quality in health care. JAMA, 281(7), 661-665.
Kirk, L. M. (2007). Professionalism in medicine: Definitions and considerations for teaching. Baylor University Medical Center. Proceedings, 20(1), 13-16.
Kravitz, R. (1998). Patient satisfaction with health care. Journal of general internal medicine, 13(4), 280-282.
Lis, C. G., Rodeghier, M., & Gupta, D. (2011). The relationship between perceived service quality and patient willingness to recommend at a national oncology hospital network. BMC health services research, 11(1), 1-8.
Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer research, 20(3), 451-466.
Marley, K. A., Collier, D. A., & Meyer Goldstein, S. (2004). The role of clinical and process quality in achieving patient satisfaction in hospitals. Decision Sciences, 35(3), 349-369.
Mathieu, J. E., Maynard, M. T., Taylor, S. R., Gilson, L. L., & Ruddy, T. M. (2007). An examination of the effects of organizational district and team contexts on team processes and performance: a meso‐mediational model. Journal of Organizational Behavior, 28(7), 891-910.
Mekoth, N., George, B. P., Dalvi, V., Rajanala, N., & Nizomadinov, K. (2012). Service quality in the public sector hospitals: A study in India. Hospital topics, 90(1), 16-22.
Mendoza, M. D., Smith, S., Eder, M., & Hickner, J. (2011). The seventh element of quality: the doctor-patient relationship. Family Medicine-Kansas City, 43(2), 83.
Moliner, M. A. (2009). Loyalty, perceived value and relationship quality in healthcare services. Journal of service management, 20(1), 76-97.
Morisky, D. E., Green, L. W., & Levine, D. M. (1986). Concurrent and predictive validity of a self-reported measure of medication adherence. Medical care, 24(1), 67-74.
Mummalaneni, V., & Gopalakrishna, P. (1994). Mediators vs. moderators of patient satisfaction. Journal of Health Care Marketing, 15(4), 16-22.
O'connor, S. J., Shewchuk, R. M., & Bowers, M. R. (1992). A model of service quality perceptions and health care consumer behavior. Journal of hospital marketing, 6(1), 69-92.
Pakdil, F., & Harwood, T. N. (2005). Patient satisfaction in a preoperative assessment clinic: An analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1), 15-30.
Palihawadana, D., & Barnes, B. R. (2004). The measurement and management of service quality in dental healthcare. Health Services Management Research, 17(4), 229-236.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335-364.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 49(4 ), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Peyrot, M., Cooper, P. D., & Schnapf, D. (1993). Consumer satisfaction and perceived quality of outpatient health services. Marketing Health Services, 13(1), 24-33.
Polit, D. F., & Beck, C. T. (2006). The content validity index: are you sure you know what's being reported? Critique and recommendations. Research in nursing & health, 29(5), 489-497.
Ramanujam, P. (2011). Service Quality in Health Care Organisations: A Study of Corporate Hospitals in Hyderabad. Journal of Health Management, 13(2), 177-202.
Ramez, W. S. (2012). Patients' perception of health care quality, satisfaction and behavioral intention: an empirical study in Bahrain. International Journal of Business and Social Science, 3(18), 131-141.
Richard, M. D., & Allaway, A. W. (1993). Service quality attributes and choice behaviour. Journal of services marketing, 7(1), 59-68.
Ross, C. K., Steward, C. A., & Sinacore, J. M. (1995). A comparative study of seven measures of patient satisfaction. Medical care, 33(4), 392-406.
Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. Service Quality: New Directions in
Theory and Practice: Sage Publications.
Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of applied Psychology, 83(2), 150.
Schoenfelder, T., Klewer, J., & Kugler, J. (2011). Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany. International journal for quality in health care, 23(5), 503-509.
Scotti, D. J., Harmon, J., Behson, S. J., & Messina, D. J. (2007). Links among high-performance work environment, service quality, and customer satisfaction: An extension to the healthcare sector/practitioner application. Journal of Healthcare Management, 52(2), 109.
Shabbir, S., Kaufmann, H. R., & Shehzad, M. (2010). Service quality, word of mouth and trust: Drivers to achieve patient satisfaction. Scientific research and Essays, 5(17), 2457-2462.
Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship-oriented outcomes. International Journal of Service Industry Management, 9(2), 155-168.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of retailing, 72(2), 201-214.
Stanworth, J. O. (2011). Understanding localization of service: A Chinese perspective. Review of Global Management and Service Science, 1, 1-16.
Stanworth, J. O., Edvardsson, B., & Hsu, R. S.-w. (2011). Internal service: drivers of (dis) satisfaction in the Chinese context. Paper presented at the Service Sciences (IJCSS), 2011 International Joint Conference on.
Stanworth, J. O., Hsu, R. S., & Chang, H.-T. (2015). Interpersonal service quality of the Chinese: Determinants and behavioral drivers. Service Business, 9(3), 515-540.
Stewart, M. A. (1995). Effective physician-patient communication and health outcomes: a review. CMAJ: Canadian Medical Association Journal, 152(9), 1423.
Sun, H.-Y. (2013). Service Quality Perception between
Physicians and Patients.
Sureshchandar, G., Rajendran, C., & Anantharaman, R. (2002). The relationship between service quality and customer satisfaction: A factor specific approach. Journal of services marketing, 16(4), 363-379.
Sussman, M. B. (1967). The walking patient: A study in outpatient care: Press of Western Reserve Univ.
Teas, R. K. (1993). Consumer expectations and the measurement of perceived service quality. Journal of Professional Services Marketing, 8(2), 33-54.
Tung, Y.-C., & Chang, G.-M. (2009). Patient satisfaction with and recommendation of a primary care provider: associations of perceived quality and patient education. International journal for quality in health care, 21(3), 206-213.
Vermeire, E., Hearnshaw, H., Van Royen, P., & Denekens, J. (2001). Patient adherence to treatment: three decades of research: A comprehensive review. Journal of clinical pharmacy and therapeutics, 26(5), 331-342.
Vidhya, K., Rajakumar, C. S., & Tamizhjyothi, K. (2013). An Empirical Study on Patient Delight and the Impact of Human and Non-Human Factors of Service Quality on Patient Satisfaction in Private Hospitals. IOSR Journal of Business and Management, 12(4), 20-27.
Ware, J. E., Snyder, M. K., Wright, W. R., & Davies, A. R. (1983). Defining and measuring patient satisfaction with medical care. Evaluation and program planning, 6(3), 247-263.
Weingarten, S. R., Stone, E., Green, A., Pelter, M., Nessim, S., Huang, H., & Kristopaitis, R. (1995). A study of patient satisfaction and adherence to preventive care practice guidelines. The American journal of medicine, 99(6), 590-596.
Zineldin, M. (2006). The quality of health care and patient satisfaction: an exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics. International Journal of Health Care Quality Assurance, 19(1), 60-92.
王嵩竑. (2008). 醫療服務品質與病人滿意度之相關性. 北市醫學雜誌, 5(6), 582-592.
吳重慶, 葉淑娟, 葉宏明, 顏裕庭, & 黃明和. (2001). 醫療品質. 秀傳醫學雜誌, 3(1), 25-29.

論文全文使用權限
  • 同意授權校內瀏覽/列印電子全文服務,於2016-08-24起公開。
  • 同意授權校外瀏覽/列印電子全文服務,於2016-08-24起公開。


  • 如您有疑問,請聯絡圖書館
    聯絡電話:(06)2757575#65773
    聯絡E-mail:etds@email.ncku.edu.tw