西醫診斷服務品質提昇之研究

A Study of an Enhancement for the Clinic's Service Quality

10.6989/JN.201112.0305

黃麗卿(Connie Huang)；李復恩(Fu-An Lee)

服務品質 ； 期望的服務 ； 知覺的服務 ； Service Quality ； Expected Service ； Perceived Service

南亞學報

31期（2011 / 12 / 01）

305 - 323

繁體中文

診所服務病患雖是服務業的一環，但服務的性質卻與一般實體產品不同，在管理上必須針對診所服務病患的過程與病患的感受等特性來考量。本研究從病患對診所所提供之期望水準與知覺服務水準的差異，提出建議分析，作為診所提昇服務品質的參考。實證結果，病患對診所的服務品質的重視程度與滿意程度間有顯著性差異，以顯著水準α=0.01來分析檢定結果，則除「醫護人員穿著專業服裝」、「診所的交通與停車便利性」、「診所提供專業的醫藥諮詢」外，所有項目都有顯著的差異存在，其中差距最大的前三項，分別是「醫師的醫療技術良好」、「醫師能耐心並詳細解釋病情」、「醫護人員能注意病患的隱私權」。

Service quality of a clinic is quite different from those business circles provide real products. To concern the respect of its special characteristic such as service process and patient's feelings, the study try to find the different degree between the patient's expected and perceived service and therefore provide suggestions to enhance clinic's service quality.The study results show that there are significant differences to the degree between the patient's expected and perceived service. At α=0.01 significant level, except ”doctor and nurse dress uniforms”, ”traffic and parking convenience”, ”clinic provide professional medicine consultancy”, all the other items show significant differences. The top three items are ”doctor's professional skills”, ”doctor can explain patient's condition patiently”, ”doctor and nurse concern patient's privacy”.