Service Quality and Satisfaction of Medical Logistics Center: A case Study of a Medical Center in Middle Taiwan

• Main Authors: Hsiao-Hui Wong, 翁筱蕙
• Other Authors: 黃信豪
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/7a7ufy

碩士 === 國立虎尾科技大學 === 工業工程與管理研究所 === 103 === As the living standard and economy grows, the demand for higher level of service quality in the hospital will increase. Since National Health Insurance implemented the global budget system, competitions in the hospitals has become more and more intense. Many hospitals not only are making efforts in increasing their service quality in order to meet with the patients’ demand, but also are trying to cut down their costs in order to maintain their competitiveness. One way to reduce cost is to establish its own medical logistics center. Current medical logistic center not only has to focus its effectiveness, but also has to focus on improving of its service quality. Therefore, the goal of this study is to investigate the service quality and satisfaction of a medical logistic center in middle Taiwan. In addition, Important-Performance Analysis is used to identify the key service item for future improvement. The results of this study are as follows: 1. Respondents’ expectation of service quality is between “important” and “very important”; 2. Respondents’ actual feeling of service quality is between “satisfied” and “very satisfied”; 3. The result of Important-Performance Analysis indicates that the service item needed for improvement is “Immediately correction of delivery errors”.