應用IPA矩陣檢視醫院醫療服務品質－以A醫院為例

Application of IPA Matrix to Examine Hospital Medical Service Quality

張元宇(Chang, Yuan‐Yu)；賴慶祥(Lai, Qing‐Xiang)；邱國欽(Qiu, Guo‐Qin)

睡眠中心 ； 服務品質 ； IPA分析法 ； Sleep Center ； Service Quality ； IPA（importance degree‐performance analysis）

物業管理學會論文集

12屆（2018 / 06 / 01）

267 - 278-024

繁體中文

本研究採用SERVQUAL量表設計問卷，收集病患基本資料4項、病患對醫院醫療服務認知之重要性及對實際感受滿意性共22個服務品質問項。本文以A醫院之睡眠中心的病患為樣本來源，共收集有效問卷312筆，以了解睡眠中心醫療服務品質。本文應用重要度-滿意程度分析法(IPA)探討A醫院服務品質之22個服務品質題項，找出其需改善的題項，並提出策略改善建議，目的希望A醫院之睡眠醫學中心對病患服務醫療品質之提升，以促進A醫院在醫療服務上之競爭力。

In this study, a SERVQUAL scale questionnaire was used to collect 4 basic data of the patients, the importance of the patient's cognition of the hospital's medical services, and the satisfaction of the actual experience with a total of 22 service quality questions. In this paper, patients from A hospital's sleep center are taken as sample sources. A total of 312 valid questionnaires were collected to understand the quality of sleep center medical services. This paper uses the importance degree‐performance analysis method (IPA) to explore the 22 service quality items of A hospital service quality, find out the items that need to be improved, and propose strategies for improvement suggestions. The purpose is to increase the medical quality of patient services in the Sleep Medicine Center of Hospital A in order to promote the competitiveness of Hospital A in medical services.