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服務品質、醫病關係、信任與病患滿意度關係之研究-以署立金門醫院為例 = ...

呂慧琳

服務品質、醫病關係、信任與病患滿意度關係之研究-以署立金門醫院為例 = A Study on the Relationships among Service Quality, Doctor-Patient Relation, Trust, and Patient Satisfaction-The Case of Kinmen Hospital

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A Study on the Relationships among Service Quality, Doctor-Patient Relation, Trust, and Patient Satisfaction-The Case of Kinmen Hospital
作者:	呂慧琳,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	民99[2010]
面頁冊數:	93面圖，表 : 30公分;
標題:	服務品質
標題:	trust
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/30349636143377220409
摘要註:	本研究由服務品質及醫病關係之觀點來探討，經由信任作用前至醫院就診病患滿意度之調查，並以署立金門醫院為研究對象，現今有關服務品質、病患滿意度之指標衡量，多採用Donabedian（1980,1984）所提出之「結構、過程、結果」理論為依據。其中，研究主旨為建構「信任」在服務品質與醫病關係對病患滿意度影響，透過問卷調查針對署立金門醫院之病患製出衡量模式，以期能達成以下之研究目的：一、探討署立金門醫院的服務品質對其病患滿意度之影響。二、瞭解醫病關係對署立金門醫院中病患滿意度之影響。三、檢測信任在署立金門醫院的服務品質與其病患滿意度間的調節效果。四、檢測信任在醫病關係與署立金門醫院的病患滿意度間的調節效果。調查中共發出350份研究問卷，回收問卷為份，有效回收率為95.1％。回收問卷以SPSS統計軟體進行資料分析，並且以平均數、標準差、Cronbach’α係數信度分析、因素分析、描素性統計、迴歸分析以驗證假設。本研究之結論如下：一、服務品質對於病患滿意度成顯著正向影響；二、醫病關係對於病患滿意度成顯著正向影響；三、信任在服務品質與病患滿意度間存在調節效果；四、信任在醫病關係與病患滿意度間存在調節效果。 This study investigated the satisfaction of patients, who went to the hospital because of the trust, from the viewpoints of quality of life and doctor-patient relationship. According to the information from KinMen hospital, most of the indexes for measuring the quality of service and the satisfaction of patients were based on the principle of “structure, process and result” provided by Donabedian. (1980, 1984)The main idea of this study was to discuss the influence of trust, quality of service and doctor-patient relationship on the satisfaction of patients, and the purposes were to investigate: 1. the influence of quality of service on the satisfaction of patients; 2. the influence of doctor-patient relationship on the satisfaction of patients; 3. the moderating effect of trust between the quality of service and the satisfaction of patients; 4. the moderating effect of trust between the doctor-patient relationship and the satisfaction of patients in KinMen Hospital. 350 surveys were sent to subjects and the returning rate was 91.5%. The statistic analysis was performed using SPSS. Mean value, standard deviation, Cronbach’α reliability analysis, factor analysis, descriptive analysis and regression analysis were used to analyze the data for proving the hypotheses of this study.1.The quality of service demonstrated positive effect on the satisfaction of patients significantly.2.The cure the disease relation demonstrated positive effect on the satisfaction of patients significantly.3.The trust moderated the relation between the quality of service and the satisfaction of patients.4.The trust moderated the relation between the doctor-patient relationship and the satisfaction of patients.Key word：quality of service, cure the disease relation, trust, satisfaction of patients

服務品質、醫病關係、信任與病患滿意度關係之研究-以署立金門醫院為例 = A Study on the Relationships among Service Quality, Doctor-Patient Relation, Trust, and Patient Satisfaction-The Case of Kinmen Hospital
呂, 慧琳

服務品質、醫病關係、信任與病患滿意度關係之研究-以署立金門醫院為例 = A Study on the Relationships among Service Quality, Doctor-Patient Relation, Trust, and Patient Satisfaction-The Case of Kinmen Hospital / 呂慧琳撰 - [高雄市] : 撰者, 民99[2010]. - 93面 ; 圖，表 ; 30公分.
參考書目：面.
服務品質trust

服務品質、醫病關係、信任與病患滿意度關係之研究-以署立金門醫院為例 = A Study on the Relationships among Service Quality, Doctor-Patient Relation, Trust, and Patient Satisfaction-The Case of Kinmen Hospital
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