Evaluating the Role of Service Qualify in Hospital Competition in Major Hospitals of Both Sides of Taiwan Strait in Post-WTO era

• Main Authors: Jung-Jei Lu, 呂榮傑
• Other Authors: Yun-Hua Su
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/40124773538857424880

碩士 === 靜宜大學 === 企業管理研究所 === 90 === This thesis research is to study the role of service quality as a factor in hospital competitions. Using the concept of Cronin and Taylor’s(1992), emphasizing the execution of service quality procedures – the performance, a questionnaire called SERVPERF evaluation method was developed and was modified in this study. In our questionnaire , there are three major parts are designed, which include “The quality for medical service – perception factor”, “The quality for medical service – significance” and “The overall satisfaction of customers”. The first two parts have been further divided into six different dimensions and twenty-eight questions, and the latter part has also included three questions. Using this modified SERVPERF questionnaire, we have investigated the perception and significance factors contributing to quality of medical service from customers of selected major hospitals in both sides of Taiwan Strait in order to disclose the probable relationship between the customer’s satisfaction and market competition in medical business. Our results have shown that an obviously positive correlation between perception and significance factors was found in customers’ satisfactions in those selected major hospitals across the Taiwan Strait. All these factors, including perception factor, significance factor and customers’ overall satisfaction, are contributed significantly in hospital competitions. Meanwhile, less satisfactory performances are found in categories of “reliability” and “empathy” among customers in our study. Furthermore, using the variation of demographics, we found that the “Number of times for receiving treatments” and the “Attitudes to achieve personal goals” are also the two important factors contributed to the quality of medical service and the customer’s satisfaction.