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透過IPA模式探討醫院之服務品質 = Applying Importan...

國立高雄大學高階經營管理碩士在職專班(EMBA)

透過IPA模式探討醫院之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Hospital：The Case of P Hospital : 以P醫院為例

Record Type:	Language materials, printed : monographic
Paralel Title:	Applying Importance-Performance Analysis to Diagnose Service Quality of Hospital：The Case of P Hospital
Title Information:	以P醫院為例
Author:	王漢志,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	2013[民102]
Description:	77面圖，表格 : 30公分;
Subject:	服務品質
Subject:	Service Quality
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/16706000274984860890
Notes:	參考書目：面59-63
Notes:	102年10月31日公開
[NT 15001349]:	以P醫院為例
Summary:	隨著網路科技普及與健康訊息取得容易，民眾將醫療服務品質的焦點放在醫院整體醫療設備與醫療人員對病人的醫療照護技術、行為與態度上，「病人滿意度」已經成為病人對醫院口碑、回診意願與忠誠度的重要指標，同時還是醫院創造利潤的重要依據。醫療服務提供者要能在資源有限且競爭激烈的市場中勝出，則必須了解病患所重視的「醫療服務品質」項目，以便投入適當資源進行改善以符合病患之期待，並確保永續經營的目標。本研究利用重要性－績效分析法(Importance-Performance Analysis, IPA)探討P醫院對於病患所提供服務品質的優劣情形，透過問卷調查方式進行資料收集。共回收235份有效的問卷，以此進行後續統計分析，並將服務品質項目分成四個象限，主要是了解P醫院在服務品質各項目之重要性與表現程度的情形。結果得知P醫院在服務品質項目需要優先改善者為「醫院病房應該具有整潔舒適的環境」與「醫院病房應該具有清潔的床單、被單及病友服」。本研究希望透過此分析結果，能夠給予P醫院在經營策略上的改善建議，藉以提升病患滿意度，對其未來的醫療服務績效產生助益。 The popularity of network technology and the easy acquisition of health information have the public focus the medical service quality on the overall medical equipment of a hospital and the healthcare techniques, behaviors, and attitudes of medical staff towards patients. Patient satisfaction therefore has become the key indicator of patients’ word-of-mouth, revisit intention, and loyalty to a hospital. To stand out in the fiercely competitive market with restricted resources, medical service providers need to understand their Medical Service Quality, which is emphasized by patients, and invest in proper resources for the improvements to meet patients’ expectation and objective of sustainable management.Importance-Performance Analysis (IPA) was employed in this study for investigating the service quality of P hospital. The data were collected through questionnaire survey, and total 235 valid responses were received for further statistical analyses. The service quality is divided into four quadrants for understanding the importance and performance of service quality in P hospital. Results show that two items of services provided by P hospital need to be addressed first: (1) The ward should be clean and comfortable; (2) The ward should be equipped with clean bed sheet, quilt sheet, and clothes. It is expected to provide P hospital with improvement suggestions in business strategies so as to enhance the patient satisfaction and benefit the medical service performance.

透過IPA模式探討醫院之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Hospital：The Case of P Hospital : 以P醫院為例
王, 漢志

透過IPA模式探討醫院之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Hospital：The Case of P Hospital : 以P醫院為例 / 王漢志撰 - [高雄市] : 撰者, 2013[民102]. - 77面 ; 圖，表格 ; 30公分.
參考書目：面59-63102年10月31日公開.
服務品質Service Quality

透過IPA模式探討醫院之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Hospital：The Case of P Hospital : 以P醫院為例
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