The Study between Service Quality and Satisfaction with Dental Clinic

• Main Authors: Lin-Yu-Ju, 林郁茹
• Other Authors: Shu-Fang Luo
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/36k5tf

碩士 === 台南應用科技大學 === 國際企業經營系碩士班 === 103 === Since 1995 the implementation of Taiwan''s National Health Insurance, Government to provide good health care services, so that the medical environment improved a lot, but today''s competitive health care environment, people''s demand for health care is not only health effect, but also pay attention to medical equipment, good service quality and service attitude of doctors. Therefore, how to improve the medical facilities service processes, improve patient satisfaction with medical institutions to obtain the most comprehensive medical quality, which is every medical institutions need to think about. Therefore, through this research conclusion can help the medical center, by improving the quality of medical services, but also to enhance the competitive advantage to Medical. The study is based on Parasuraman, Zeithaml, and Berry (PZB) service quality SERVQUAL Scale, used in dental clinics in service quality assessment and investigate the effects of related factors of service quality and patient satisfaction, the research object to the dentist Medical Students the importance of service quality and service experience, through questionnaires and references Wan-I Lee1,Ching-Yi and Wu,Chia-Hui Lin (2007) paper by using the PZB service quality to validate and propose five service quality dimensions and 25 items, facets name: "Clinical Services measures "," Clinic to see the doctor should have the conditions "," Physician clinics attitude "," Clinic medical service attitude "," Clinic overall environment "to establish the importance of service experience, cognitive service quality, overall satisfaction with the three relationship between. The results found that (1) "service quality perception" to "overall Satisfaction "There was a significant difference in the relationship; (2)" service experience "for" overall satisfaction "there are significant differences in the relationship, with the results of this research available to health institutions as the direction of improvement.