The Relationship Between Service Encounters And Medical Treatment Satisfaction -The Case Of The General And Gynecology Clinics

• Main Authors: Ching-Sheng Chang, 張景盛
• Other Authors: 徐村和
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/65728378822967294553

碩士 === 義守大學 === 管理科學研究所 === 92 === Service encounter is the core of many service industries. Service encounter has been an important topic in the service industry management. Previous students on service encounter have focused on three subjects: the interaction between contact personnel and customers, the customers’ roles in service encounter and the interaction between customers and material service environment. Relatively, few research focused on service encounter will affect of it on service satisfaction. However, many relevant studies argue that the service encounter will affect customers’ evaluation of service satisfaction. Consequently, the objective of research is to investigate how the service encounter affects customer satisfaction. This research will adopt the study from Bitner(1990) which used The Evaluating Service Encounters Model to collect the effects of Physical Surroundings and Employee Responses. But the obstetrics and gynecology patients have different mood for receiving treatment and many conditions from the general clinic. This study merges theory and application; it will also have contribution on practice and academic value. This study helps hospitals set up and plan the distribution of medical resource and the direction of operation strategy. In order to examine the relationships between the service encounters and the medical treatment satisfaction, this research conducted an empirical studybased on 590 respondents of the customers in the general clinics and 339 respondents of the customers in the gynecology clinics of different medical science centers in the southern Taiwan. The following is the summary of analysis. By the factor analysis, the study extracted 4 influence factors as “doctor abilities”, “nurse staffs”, “service staffs” and “facility”. By the regression model, it’s found that the doctor abilities, nurse staffs, service staffs and facility are the effective forecast factor of the medical treatment satisfaction. We could see that the higher educated the people were, the lower satisfaction the people had , and it showed significant difference in the educational demographic factor of the general clinics. We also found that we could have the biggest extent in moving up the patients’ medical treatment satisfaction by improving patients’ satisfaction in the influence factor of doctor abilities, but have the smallest in the influence factor of service staffs in the general and gynecology clinics.