| Summary: | 碩士 === 國立臺北科技大學 === 生產系統工程與管理研究所 === 88 === In recent years, Hospital service quality is getting more attention. Due to the implementation of healthy insurance policy by government, people demands higher quality and better service from hospital. How to increase customer satisfaction and to improve service quality are more major issues concerned by hospital mangers.
Parasuraman，Zeithaml and Berry constructed the first service quality scale-“SERVQUAL” to provide measurement of service quality for all the service industry. However, after demonstration of some different kinds of service industry, the research scholar came to an inconsistent conclusion. For the reason of inconsistency, we should construct a specific service quality scale based on a certain business instead of using single “SERVQUAL” scale to measure all kinds of different service industry. The study in vestigated the opinion of the customer of the hospital by using questionnaire. The main purpose of the study is to collect the assessment topics and items by using factor analysis of service quality for the hospital industry. Last, the analysis of the customer’s satisfaction has discovered that there are four dimension and twenty-one items for the hospital service.
We try to obtain the specific weights of those aspects and items by fuzzy theory of Chen and Hwang Last, we will develop hospital services quality performance evaluation model. As above, the study builds the criteria for service quality of hospital industry. The evaluation criteria are aimed to strength service contents and to increase service performance for the service industry.
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