| Summary: | 碩士 === 長榮大學 === 企業管理研究所 === 96 === The purpose of this research was to construct an outpatient medical service quality scale. After reviewing the references of medical services quality, most of the researches are based on both the theorem “structure–process–outcome ” from Donabedian in 1980. Then, we combined the theorem “structure-process-outcome” and a hierarchical model by Brady and Cronin’s (2001) to construct the outpatient of medical service quality scale.
We designed five competing models and used structural equation model (SEM) to test the fitness model. The five competing models: 1. an independent model, 2. an one-factor model, 3. an uncorrelated factors model, 4. a correlated factors model, 5. a hierarchical model. We selected 450 outpatients and their companies in the midland center of Taiwan. The questions included three types: medicare service structure, medicare service process, and outcome.
The result of medical service structure and medicare service outcome indicate that “a hierarchical model” testable hypotheses are supported by statistical significant after confirmatory factor analysis. It demonstrates that “a hierarchical model” was the beat fitting model. Medical service process indicate that “a correlated factors model” testable hypotheses are supported by statistical significant and it was the beat fitting model. After assessing the fit in internal structure, it also shown that three of the models possessed good reliability, convergent validity, and discriminant validity.
The finding of the path analysis indicate that the process to outcome were significantly and positives effecs. The most important construction of structure quality for outpatint are “medical facilities” , “environment facilities”, and “convienience”; the three important construction of process quality are “interaction”, “service attitude”, and “expertise”; the three important construction of outcome quality are “valence”, “appraisal”, and “after-service”.
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