| Summary: | 碩士 === 雲林科技大學 === 商管專業學院 === 98 === With the raise of medical knowledge, personal average income and service industry, consumers’ expectation for medical treatment providers does not put bounds to only cure diseases. Also, with the elevation of the consumers’ self-awareness, they are more and more demanding to service quality. Thus, hospital managers would have to invest cost for service quality improvement projects even though they are still facing financial pressure from health insurance policies, and customers’ satisfaction investigation is what those improvement projects are counting on.
Whenever mentioning hospitals, the first thought pops out from people’s mind is the time wasting on waiting for doctors’ diagnosis. The present research divides the waiting time into for parts which are total waiting time, perceived waiting time for diagnosis, actual waiting time for treatment payment and actual waiting for receiving medicine respectively. Besides trying to figure out the relationship between the waiting time and the satisfaction, we would also like to find out that if the consumers’ satisfaction will be improved or not after executing those improvement projects.
The result of the present research illustrates that within those four parts of waiting times, only the total waiting time and perceived waiting time for diagnosis are negatively related to consumers’ entire satisfaction and royalty. This finding suggests that the hospital has already shortened the waiting time for treatment payment and the waiting time for receiving medicine. In other words, the waiting time for treatment payment and receiving medicine is short enough that most of the patients don’t perceive the feeling of waiting or the waiting time is acceptable for them. For the waiting time for diagnosis, due to the uncertainty of patients’ diagnosis process and doctors’ authority of time control, artificial factors are not easy to eliminate by high-tech software or hardware comparing to the case of treatment payment counter and pharmacy.
Besides, for the population statistical result, females take more time on total waiting time than males, and females’ entire satisfaction is lower than males. There is a significant difference on age on the time spent on waiting for the treatment payment and receiving medicine. There is no significant difference between the patients’ residence and the satisfaction on the hospital, and neither is the education level.
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