Research on the Quality Level of the Customer Parking Services A Case Study on a Teaching Hospital in Taichung

• Main Authors: YI-LING CHEN, 陳依伶
• Other Authors: Chui-Chun Tsai
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/71738507782561290986

碩士 === 靜宜大學 === 管理碩士在職專班 === 99 === Abstract The management in hospitals is fundamentally different from in general profit organizations. The implementation of the National Health Insurance Act has had a great impact on the way managing the hospitals. Since the policy improves the accessibility for general public toward their medical treatments, our citizens now have more variety and flexibility on their treatment options. Due to the competition in this industry and the upsurge of the consumer awareness, more factors are now taken into account. Beyond the effectiveness of the treatment a hospital is able to provide, other factors such as its utilities, service procedure, service attitude, service quality, and miscellaneous costs are also highly evaluated by the the consumers. We live in a small and densely populated island country. The use of automotives has increased rapidly in accompany with the economic groth and causing the immediate need on the corresponding amount of parking spaces. Therefore, it has become a great challenge for the management departments to maintain the flow of the traffics and to ensure the quality of the parking services. This study targeted on a regional teaching hospital located in Tachung area, examing on the quality of its parking service and the customer satification when they are on their way to the hosiptal. The goal is to find out the effective ways to improve the overall quality of its medical services. In this study, the question design and distribution was based on literature review and PZB evaluation. The impirical analysis was based on descriptive statistics, independent sample T test, ANOVA, and regression analysis. The research results show that customer parking service satisfaction will vary depending on demographic characteristics and different usage characters.The overall customer service quality dimension of “empathy” is most satisfied, and the "reliability" is the worst. In order to meet customer satisfaction with parking service quality, the parking lot operators must contactwith customer oftenly to understand customer''s response and expectation.