Investigation of Behavior and Treatment of Customers’ Complaints and Images of Hospital: Taking Tri-Service General Hospital as an Example

• Main Authors: LAI HSIU CHEN, 賴秀珍
• Other Authors: HSU,CHIEN-LUNG
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/b2f9c3

碩士 === 德明財經科技大學 === 行銷管理系 === 104 === Since medical resources budget control and hospital self-management are applied, controlling the cost and continuous quality improvement have already became main courses of the manger of hospital, and the hospital industry has started to learn from the other service industry. Therefore, the purpose of the present investigation is to understand the relation between the behavior and treatment of customers’ (e.g. patients) complaint and image of hospital. The research area of the investigation is the medical center where the researcher is employed, focusing on the unpleasant experiences due to “lack of services” between January to December in 2014 through eight procedures including information boxes, fax, letters, telephones, internets, dean’s mailbox, complaint on-site, and others, and the experiences are formally registered by the management department with trackable record and treating process. Then, the researcher analyzed and compared the influences of the images of hospital from the behavior and treatment of customers’ (e.g. patients) complaint through references and critical incident technique, CIT, and proposed specific improvement suggestion.