Empirical Study of Medical Service Quality of Outpatient Clinic Department in Remote District Region – A Teaching Hospital in Penghu For Example

• Main Authors: Jui-Yuan Hung, 洪瑞遠
• Other Authors: Bi-Sung Kang
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/f4z386

碩士 === 國立澎湖科技大學 === 服務業經營管理研究所碩士在職專班 === 100 === Although health care resources of district hospitals in remote region compared with large hospitals is in a competitive disadvantage, they play important role of the most nearly medical care. But whether the qualities of its medical services had met the public expectations? Compared to the other hospitals in Taiwan is still different? It is the most important concern for the public. It’s also the aims of this study to explore the questions. The exploration of this study is about outpatient medical service of the teaching hospital in Penghu which people most commonly come into contact. Questionnaires are issued totally 501 copies. According to the different divisions are divided into internal medicine、surgery、obstetrics and gynecology and pediatrics. Data is analyzed with the SPSS 12.0 statistical software for descriptive statistics, independent sample t-test, reliability analysis, Pearson correlation analysis, one-way ANOVA analysis and IPA (Importance Performance Analysis). The findings of the study show the significant correlationship of the medical service expectations and satisfactions. Partial of the significant differences are found between different demographic variables, lifestyle, medical service expectation and satisfaction. Partial correlationship are existed between lifestyle, medical service expectation and satisfaction. Partial of the significant differences of out-patient medical service expectations and satisfactions are showed between the district hospital in Penghu and other hospital in Taiwan. The medical service expectations are significantly higher than the satisfactions. This study show there is an obvious gap between medical service expectations and satisfactions. There is room for improvement. According to the data of IPA analysis, we should focus the urgent needs to improve medical services, access to the patients' recognitions of the quality of medical service expectations and satisfactions. Hope the results of this study used for the references of medical care policies as to enhance promotion and improvement of the medical service quality of outpatient clinic department in the remote district region.