搜索
Vol.2,No.1,200535-5535—TheStudyonHospitalServiceQuality–AnEmpiricalStudyoftheHospitalinHualienCounty12(Received:May.10,2004FirstRevision:Aug.18,2004Accepted:Dec.16,2004)(1)(2)(3)(4)(1)(2)(3)(4)AbstractThepurposesofthisstudyinclude:(1)toexploretheservicequalityitemsthataffectpatientschoosinghospitalsandfindoutthepatient’sperceptionoffactors(dimensions)ofservicequalityforeachhospitalandtoascertaintheirrelativeimportances,(2)tofindoutcognitivedifferenceofservicequalitybetweenhospitalsandpatients,(3)toprobeintowhethertheeffectsofdemographicstatisticsonperceptionsofservicequalityforeachhospitalaresignificant,and(4)toapplyclusteranalysisanddiscriminantanalysistransactedastheclassificationanalysisofimplementingtheservicequalitymanagementlevelforhospital.Twophases,questionnairyandsamplingdesign,wereusedtoimplementthisstudyframework.Thisresearchfindsfourservicequalitydimensions,andlabeledas(1)medicalserviceprogress,(2)medicalservicestructure,(3)medicaladministrationprocedureandfee,and(4)medicaldoctors’professionalknowledge.Besides,patientsandmedicalpersonnel12Vol.2,No.1,200536perceivedsignificantdifferenceson“importanceofservicequalitycharacteristics”and“patients’satisfaction”.Andtherearesignificantdifferencesinround-triptravelingtimetohospital,maritalstatus,age,andeducationbackgroundforsegmentationofclusteringpatientsinchoosinghospital.Finally,providesuggestionsrelevanttothehealthcareorganizationsinHualiencountyasareferenceforimplementingservicequalitymanagementandimprovingcompetition.Keywords:ServiceQuality,Patients’Satisfaction1.(,1999)(Andaleeb,2001)(1)(2)(3)(4)2.(Oliver,1980;Oliveretal.,1988;Bitneretal.,1994)Parasuramanetal.(1985)375(ServiceQualitySQ)(ExpectedServiceES)(PerceivedServicePS)SQ=PS-ESParasuramanetal.(1988)1988SERVQUAL198510()975()2210SERVQUALSERVQUAL(,2004)(BrookandLohr,1987;,1994;,1995;Andaleeb,2001;,2004)(Risser,1975;Charska,1980;Miller,1985;Joby,1992)Linder-Pelz(1982)Fletcheretal.(1983)Linnetal.(1984)Hyde(1986)O’Connoretal.(1991)ShemwellandYavas(1999)Andaleeb(2001)Vol.2,No.1,200538()(1995)(1996)Soweretal.(2001)KQCAHH1H2H2-1H2-2H2-33.3.13913.21H1H2-1H2-2H2-3Vol.2,No.1,2005402000512000515200052020005291008()3123.3()(1)(2)(3)Parasuramanetal.(1988)51991SERVQUAL842Likert7Fisher’s(Fisher’sLeastSignificantDifferenceFisher’sLSD)(1998)3030Likert7()()411/444212116161684847232323216816814416161684847232323216816814412812812864326432576224224224112561125610082\/%/%144/12586.81%144/12989.58%288/23079.86%288/23681.94%576/55696.53%576/53492.71%(MethodofPrincipalAxes)(PrincipalComponentAnalysis)(OrthogonalRotation)(Varimax)Kaiser1(1998)0.4569.449%(1)(2)(3)(4)3Cronbach’sα0.7Vol.2,No.1,2005420.53Cronbach’sAlpha2.0.7870.796514.0.7850.83019.0.7810.82951.0.7690.749610.0.7490.83784.()0.7480.793013.0.7430.828018.0.7370.826117.0.7320.82627.0.7150.795515.0.7110.80918.0.7080.76565.0.7030.734412.0.6860.78156.0.6700.795516.0.6700.790223.0.5350.72433.0.5230.6354()11.0.5180.671316.33154.44%54.44%0.96904326.0.7890.789330.0.7430.736428.0.6930.709227.0.6910.6621()25.0.6880.68051.9016.34%60.78%0.881020.0.7890.464819.0.7430.605322.0.6930.714921.0.6910.7170()24.0.6880.67441.2584.20%64.98%0.8260()29.0.724---1.0123.37%68.35%---4.4.14.1.1Fisher’s4230(4)4.1.2H1K-W(Kruskal-WallisTest)Vol.2,No.1,200544Fisher’s(1998)P0.053010H14.1.3TP0.05H2445.5295.12√65.4845.66184.91204.73224.82254.58√303.85303.84234.71244.70264.43234.71√274.42284.40284.33294.3835.6825.70164.95165.00174.94184.8875.39115.08√125.22155.01√145.15194.85√25.6835.7055.5255.5095.2865.45√115.2485.20135.20105.1045194.90125.06204.88174.97214.83214.72244.63264.5015.7315.78105.2875.30155.09135.0385.35224.72√254.46145.02√294.13274.50√(1)H2-1528H2-1()(2)H2-2629H2-2(3)H2-3713H2-3Vol.2,No.1,200546103317t5MeanS.D.MeanS.D.tP1.4.331.583.431.415.8970.000*2.4.381.623.561.305.3430.000*3.3.871.513.551.182.2470.025*4.4.281.613.361.355.9570.000*5.3.921.533.191.344.9510.000*6.3.791.593.411.302.5190.012*7.4.121.593.471.304.3490.000*8.3.961.493.161.485.4760.000*9.4.171.553.401.355.1350.000*10.4.271.503.661.254.2590.000*11.3.911.483.721.191.3640.17312.4.141.503.621.293.6010.000*13.4.191.603.531.364.2980.000*14.4.251.633.501.324.8420.000*15.4.341.673.621.384.5300.000*16.3.951.603.221.304.8080.000*17.4.101.592.841.418.2210.000*18.4.251.523.431.175.7170.000*19.3.491.462.981.323.5740.000*20.4.061.863.491.313.3080.001*21.3.691.463.341.252.4630.014*22.3.721.413.191.373.8830.000*23.4.021.433.751.132.0170.044*47MeanS.D.MeanS.D.tP24.3.881.383.461.323.1540.002*25.4.461.513.491.376.4730.000*26.4.571.453.701.336.2160.000*27.4.351.363.881.373.5090.000*28.4.371.423.781.324.2690.000*29.3.881.443.621.261.9030.05730.4.691.463.871.435.7630.000**P0.056MeanS.D.MeanS.D.tP1.4.331.583.171.166.1290.000*2.4.381.623.251.115.8650.000*3.3.871.513.421.183.0910.002*4.4.281.613.201.256.2830.000*5.3.921.532.971.345.2050.000*6.3.791.593.011.194.0140.000*7.4.121.593.111.275.6920.000*8.3.961.492.841.346.0690.000*9.4.171.553.051.256.2920.000*10.4.271.503.231.156.1090.000*11.3.911.483.381.163.3670.001*12.4.141.503.301.265.7720.000*13.