產後護理機構知覺服務品質研究－以新竹地區某產後護理中心為例

Perceived Quality of Service in a Postpartum Care Center Located in Hsinchu

10.6338/JDA.200904_4(2).0004

廖佩珊(Pei-San Liao)

產後護理機構 ； 知覺服務品質 ； 參照單位分析 ； Postpartum-care-center ； Perceived Service quality ； Relative to an Identified Distribution

Journal of Data Analysis

4卷2期（2009 / 04 / 01）

57 - 67

繁體中文

為暸解產後護理機構消費者的服務需求、決策狀況及知覺服務品質，本研究採用便利抽樣法對新竹縣某產後護理機構之產婦進行問卷調查。回收的96份有效問卷經次數分配、交叉分析及參照單位分析後得到下列結果：（1）嬰兒照護是入住的主因；藥膳餐點、專業護理及醫師諮詢為最需要的基本服務：嬰兒室是最需要的硬體設施；洗頭美髮是最需要的額外付費服務項目。產婦的年齡、收入、居住地、家庭型態及生產胎次會影響需求的項目。（2）產婦對於有形性的硬體設備普遍感受較差。3）服務人員在有形性、反應性以及保證性方面都獲得不錯的評價。（4）服務需求的滿足與否會影響知覺的服務品質。

In order to explore the service demand, decision determinants and service quality perceived by customer of postpartum-nursing-care-center., questionnaire survey had been conducted on the postpartum women in a postpartum- nursing-care-center in Hsinchu area. Responses of 96 women selected by convenience sampling were statistically analyzed by Descriptive statistics, correlation and Relative to an Identified Distribution (Ridit). The survey results are obtained as below:(1) Baby care service is the major decision determinant. Traditional medication diet, professional nursing and medical consulting are most required service. Baby room is the most required facilities. Hairdressing is the most demanding service with extra charge. Postpartum women with different age, income, residential area, family type and birth order will have different service demand. (2) The interviewees had worse feelings toward the facilities of tangibles. (3) Attendants received better rating toward the aspects of tangibles, responsiveness, and assurance. (4) Service quality perceived can be affected by the satisfaction of service demand.

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