運用PZB模式於腫瘤病房護理服務滿意度之研究

• Main Authors: Hung Shu Ying, 洪淑英
• Other Authors: 高世州
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/11352661304056357846

碩士 === 高苑科技大學 === 經營管理研究所 === 99 === Abstract: This study is aimed to investigate whether the a priori expectation and the actual satisfaction on the quality of service offered by an ontology unit would vary significantly depending on the demographic characteristics of the ontology patients. This study adopted the service quality conceptual model (PZB Gap Model) proposed by Parasuraman, Zeithaml and Berry (1998) postulating five facets of service quality, including tangibility, reliability, responsiveness, assurance and empathy, and utilized a “SERVQUAL” scale for studying and analyzing the service quality. Nursing staffs and patients from the ontology ward of a regional teaching hospital in Tainan participated in this study. A structural questionnaire was employed for data collection and SPSS statistics software applied for statistical analysis, including One-way ANOVA, reliability and validity tests, factor analysis, etc. for verifying the study hypotheses. The study results are presented below: 1) For service quality, patients’ a priori expectation varies significantly from what they actually perceive. 2) Nursing staff’s and patients’ emphases on the tangibility and empathy facets of service quality vary significantly. 3) In nursing staffs, perceived satisfaction varies significantly from service expectation and emphases. 4) Patients’ service expectation and emphases as well as perceived satisfaction differ significantly depending on their gender, marital status, age, religious faith, education level, vocation, average income, if they have stayed in an ontology unit before, and which time it is that they stay in a medical unit. 5) Nursing staff’s service expectation and emphases as well as perceived satisfaction differ significantly depending on their marriage status, age, religious faith, education level, position, level of nursing competency, and number of years serving in the oncology unit. Keywords: Ontology inpatients, Service quality, SERVQUAL scale