The Service Quality on Maintenance Management in the Power Supply Division of Tri-Service General Hospital

• Main Authors: CHANG,YU-HSIANG, 張玉祥
• Other Authors: TANG,CHI-FA
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/10757662279269618497

碩士 === 大葉大學 === 事業經營研究所碩士在職專班 === 94 === Under the limit of “ the hospital total amount benefit system”, and as in the current trend of emphasizing customer satisfaction and treating customers kindly, while maintaining the medical treatment service quality and reducing the hospital operating maintenance cost, it is a new challenge that the hospital owners have to meet. Essential factors which influence the hospital service quality structure carried out by the Administration Business Department has unexpectedly occupied approximately 40%. Therefore, the hospital has to continuously improve the working place to be able to discover what service quality provided by the Administration Business Department is that the staff, patient, and patient’s family members care about. The service the customer truly expects needs to be understood to be able to avoid what the customer does not desire and only then can the hospital provide the service under the lowest maintenance cost to satisfy the customer. This research adopts the questionnaire research method and carries on the research with quantification, which discusses what the customer is looking forward to in the service provided by the Administration Business Department, including the difference and similarity of the value and total satisfaction and discusses the relationship between service expectation and total satisfaction. 923 questionnaires were sent out to customers with 642 being returned to show an effective rate of 98.3% participation. Using the T test, the variation number and the Pearson accumulating data methods to complete the statistical analysis, the results are as follows: Firstly, many different customer backgrounds reflect different expectations for the quality of service provided by the hospital. Secondly, different customer backgrounds reflect different views of total satisfaction of the quality of service. Thirdly, there is obviously a relationship between the expectation of service quality on the “Value degree” scale and customer satisfaction on the “Satisfaction degree”scale. This research also brings the suggestions to the decision-making departments and the business maintenance & administration department, providing the reference for future improvement.