Effects of Medical Service Quality andPerceived Service Performance on Medical Service Satisfaction: A Case Study of theMedical Service of Chi Mei Medical Center Effects of Medical Service Quality and Perceived Service Performance on Medical Service Satisfaction: A Case Study of the Medical Service of Chi Mei Medical Center

• Main Authors: Chao,Min-Li, 趙敏利
• Other Authors: I-Chiang Wang
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/79102625736634101963

碩士 === 南台科技大學 === 行銷與流通管理系 === 100 === With the times changing and the economy developing, patients are paying much more attention to medical knowledge. Offering medical service of higher quality is an important strategy in the competition of hospitals and medical care centers, so hospitals must understand the real needs of patients and accordingly provide them with satisfactory service. The purpose of this study is to investigate the views of patients on medical service quality, perceived service performance and the views of the medical service satisfaction and to offer the study results to hospital managements as reference for their future development. This study drew from a questionnaire survey on clinic patients in Chi Mei Medical Center. From the test matrix of this study—a total of 400 questionnaires, 383 effective copies were collected, with an effective rate of 95.75%. Through factor analysis, reliability analysis, validity analysis, correlation analysis, regression analysis and other statistical methods, the following results were finally acquired: First, medical service quality is only partially supportive to the satisfaction of medical service, with “process quality,” “technical quality,” “interaction quality” and “atmosphere quality” showing significant effects on levels of satisfaction. Three items—”process quality,” “interaction quality” and “atmosphere of quality”--show significant effects on “service attitude.” On the other hand, “goal quality” satisfaction does not show any significant effect on levels of satisfaction. “Goal quality” and “technical quality” do not show any significant effect on “service attitude.” Second, perceived service performance has a significant, positive effect on medical service satisfaction, with “service structure,” “service process,” and “service outcome” showing significant effects on levels of satisfaction. Three items—”service structure,” “service process” and “service results”—all show significant effects on “service attitude.”