The Improvement of Service Quality of Medical Industry in Japan: A Case of Nishio Hospital

• Main Authors: CHEN,JIUE-RU, 陳珏如
• Other Authors: CHOU,YING-CHYI
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/hyahj6

碩士 === 東海大學 === 企業管理學系碩士班 === 106 === In order to build an optimal design of hospital environment, which reduces the discomfort caused by gender differences and enhances the service quality of a healthcare system, this study used “Servicescape” model to investigate how hospital physical environment and social environment affect patients’ awareness, attitudes, and behavioral responses. The physical environment reflects the quality of surrounding environment (e.g. temperature, air quality, sound, colors…), spaces/functions (e.g. facilities, spatial comfort, spatial configuration, views planning…) and physical signs, symbols and images. The social environment focuses on service attitudes (e.g. hospital staffs’ awareness and attitudes) and service behaviors (e.g. hospital staffs’ behavioral interactions with patients). Both physical and social environments indicate the theoretical framework of the “Servicescape” used in this study.