從服務接觸觀點探討不同科別醫療服務品質之差異－以一般科與婦產科門診為例

Exploring the Medical Service Quality from the Perspective of Service Encounter-Example of the General Medicine and Gynaecology

張景盛(Ching-Sheng Chang)；翁慧卿(Hui-Ching Weng)；徐村和(Tsuen-Ho Hsu)

工作滿足 ； 服務接觸 ； 服務接觸評估模式 ； 病患滿意 ； 全民健保 ； 線性結構關係模式 ； service encounter ； service encounter evaluation model ； patient satisfaction ； national health insurance ； linear structural relation LISREL model

品質學報

14卷3期（2007 / 09 / 01）

301 - 315

繁體中文

本研究將以「服務接觸」作為研究主題，並利用「服務接觸評估模式」來描述在服務接觸過程對影響病患滿意之影響，藉此獲得管理及研究上的意涵，並提出建議。就一般醫院而言，婦產科在就醫心情與許多方面均異於一般科，有鑑於此，本研究之研究對象為不同性質醫學中心的門診顧客，一般科取得590份有效問卷，婦產科取得339份有效問卷。 經由因素分析萃取整體滿意度影響因子為「醫師能力」、「護理人員」、「服務人員」、以及「空間設備」四個影響因子，並經由線性結構關係模式(Linear Structural Relation Model, LISREL)分析得知，就整體醫滿意度而言，醫療人員、護理人員、服務人員、以及空間設備為有效預測整體就醫滿意度的預測因子。

This study takes ”service encounter” as the subject, and tries to describe how the process of service encounter would affect patients' satisfaction with the use of ”Service Encounter Evaluation Model.” Thereby, implications on management practice and research direction are derived, and recommendation is made. Internal Medicine, obstetric & gynaecologic patients often differ greatly from general patients in terms of their mood and emotion. In order to examine the relationships between the service encounters and the medical treatment satisfaction, this research conducted an empirical study based on 590 respondents of the customers in the general clinics and 339 respondents of the customers in the gynecology clinics of different medical science centers in the southern Taiwan. The following is the summary of analysis. By the factor analysis, the study extracted 4 influence factors as ”Doctor abilities”, ”Nursing professionals”, ”Service personnel” and ”Space and facilities”. By the Linear Structural Relation Model (LISREL model), it's found that the medical professionals, nursing professionals, service personnel and space and facilities are the effective forecast factor of the medical treatment satisfaction.

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