An Empirical Study on Surgical Hospitalization Service Quality－A Case Study in LinKou Chang Gung Memorial Hospital

• Main Authors: Hsueh Yu Ting, 薛育婷
• Other Authors: Ing, Ching-Kang
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/13306916694645491670

碩士 === 長庚大學 === 企業管理研究所 === 92 === The main purpose of this research is to seek the key factors of surgical hospitalization service quality and design the scales for surgical hospitalization service quality. According to Logistic regression analysis, we are hoping to find out the variations which influence the satisfactions of surgical hospitalization service quality and create the forecasting model. These scales and models can help the hospital managers to examine and predict the service quality and proceed to the more effective management. We interviewed 264 hospitalization patients who were hospitalized in surgical hospitalization rooms in LinKou Chang Gung Memorial Hospital. According to the results of T test and ANOVA (Analysis of Variance) test, we get to know that the interviewers are satisfied with the surgical staffs’ clothing (uniforms) and looks, enthusiastic services and manners. Furthermore, the interviewers are satisfied with the surgical staffs’ service attitude. In demographic statistics, age and education level could only influence the evaluation of surgical hospitalization service quality and the older interviewers have higher appraisal for the hospitalization service quality. But people who are more educated have lower appraisal for the hospitalization service quality. The result of factor analysis can divide questionnaire into ten dimensions and acquire the scales of surgical hospitalization service quality. Logistic Regression model explains that the elements which would affect the hospitalization evaluation are service attitude, the focus of details, the needs of response and hospitalization quality. Besides, in demographic statistics, 55 years older interviewers (include 55 years old) are an obvious norm which influences the degree of satisfaction.