以Kano二維模型探討醫療服務品質與住院病患滿意度之研究：以中部某區域型醫院爲例

A Study of Medical Service Quality and In-Patients' Satisfaction by Using Kano's Model-An Example of Certain District Hospital in Taichung

10.29548/BGYY.201109.0006

林芷薐(Chih-Ling Lin)；程建銘(Chien-Ming Cheng)；馬志豪(Chin-Hao Ma)

病患滿意度 ； 醫療服務品質 ； Kano二維模型 ； Patient satisfaction ； Healthcare service quality ； Kano's model

修平學報

23期（2011 / 09 / 01）

103 - 132

繁體中文

本研究以中部某區域型教學醫院為研究範圍，針對住院病患及醫院員工為對象，並利用Kano二維品質特性分類方法進行問卷設計，以探討住院病患及醫院員工對醫療機構服務品質之分類及關鍵因素之確認與住院病患滿意度分析。問卷資料之分析以SPSS統計套裝軟體進行敍述統計分析、信度分析、t檢定、單因子變異數及LSD事後檢定等分析。本文依Kano二維分類方法設計調查問卷，研究結果發現住院病患與醫院員工對醫療服務品質上之看法有所差異，住院病患以一元品質居多，其次為無差異品質及當然品質，而醫院員工則以當然品質居多，其次為無差異品質及一元品質，顯示一般病患與醫院員工對品質要項的重視程度不同。另外，本研究探討住院病患對醫院服務品質之滿意度，並且依據「顧客滿意係數」以確認針對某品質要素進行改善時，其可能增加顧客滿意度與減少顧客不滿意度各為多少，以得出優先改善之順序，進而提供管理當局提昇服務品質、病患滿意度與競爭優勢之參考。

This study explores the classification of service quality attributes and identification of critical improvement service quality attributes for patients and employees based on the certain hospital by applying Kano's model. The study also discusses the important degree and consciousness satisfactory of service quality for patients and employee of hospital. The SPSS statistical software was used for statistical analysis including t-Test, reliability analysis, ANOVA and LSD post hoc comparison. The questionnaire was designed on Kano's two-dimension model to evaluate the quality of hospital service. The results show that there is a statistically significant difference between the in-patients and employees in most items assessing quality elements. This study also implements the patient's satisfaction of perspective of healthcare service analysis. In addition, we use ”Customer Satisfaction index matrix” to access critical service quality dimensions. These research results can be used by the document hospital management to improve service quality satisfaction to create competitive advantage.

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