服務接觸與醫療照護品質之關係－等候時間知覺的調節效果

The Relationship between Service Encounters and Health Care Quality-Moderating Effect of Perceived Waiting Time

10.6200/TCMJ.2013.10.4.05

應純哲(Jeremy C. Ying)；藍宜亭(Yi-Ting Lan)；張景盛(Ching-Sheng Chang)；翁慧卿(Hui-Ching Weng)；黃俊英(Jun-Ying Huang)

醫療服務品質 ； 病人滿意度 ； 服務接觸 ； 等候時間知覺 ； 調節效果 ； health care quality ； patient satisfaction ； service encounter ； perceived waiting time ； interaction effect

北市醫學雜誌

10卷4期（2013 / 12 / 30）

337 - 346

繁體中文

目的：台灣的醫療機構競爭愈加激烈，在競爭越來越激烈的市場環境中，為了達到永續經營的目標，各醫院莫不以提昇醫療服務品質與病人滿意度，爭取病人長久支持。本研究以服務接觸探討對醫療服務品質之影響，並加入等候時間知覺與服務接觸的交互作用是否對醫療服務品質產生調節效果。方法：本研究以高雄某醫學中心之看診病患為對象，共發放400份問卷，有效問卷為381分，有效回收率為95.25%。結果：結果發現服務接觸對醫療服務品質有正向之影響；而等候時間知覺與服務接觸的交互作用對醫療服務品質並無產生顯著調節效果。結論：表示病患對服務接觸感受愈好，對醫療服務品質認同愈高；而病患經由服務接觸進而影響對醫療服務品質之認同並不因等候時間而改變。

Objectives: To sustain an advantage in the increasingly competitive market environment, hospitals are working to improve health care quality and patient satisfaction, and to secure long-term support from patients. This study examined (1) the effect of service encounter on health care quality and (2) whether the interaction between perceived waiting time and service encounter has an effect on health care quality. Methods: A total of 400 questionnaires were distributed and 381 effective copies were returned. The ratio for effective questionnaire returns was 95.25%. Results: We found that service encounter has a positive effect on health care quality. The interaction between perceived waiting time and service encounter did not affect the health care quality. Conclusion: Better service encounter experience leads to higher perceived health care quality. The waiting time did not change a patient's perceived quality of health care service resulting from a service encounter.

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