臺灣博碩士論文加值系統

臺灣的醫療產業在同業競爭及民眾對醫療品質不斷提升要求的趨勢下，如何提升醫院行政服務品質是醫療機構經營觀關注重要的議題。本研究是以個案醫院為研究之對象，參考過去國內外學者有關醫療服務品質及個案醫院實際行政服務項目，共整理出31項以顧客為角度對醫院行政服務品質相關之題目，此研究是針對所有顧客為對象採無記名方式進行，是由透過填寫問卷的方式來整理Kano品質要的素歸類及相關彙整，總共發放問卷230份，有效問卷回收共203份，有效問卷之回收率為88％，而經過此研究的結果顯示，個案醫院所歸類出的魅力品質11項，一維品質18項，無差異品質2項。最後是以Matzler & Hinterhuber(1998)提出的Kano品質之改善指標來一一算出有關每一項服務品質的增加滿意之指標數值以及減少的不滿意的指標數值，以做為醫院行政經營資源重新配置之參考依據。

In Taiwan's medical industry, under the trend of competition in the same industry and the continuous improvement of the people's requirements for medical quality, how to improve the quality of hospital administrative services is an important issue that the medical institution management view pays attention to. This research is based on individual hospitals, referring to past scholars at home and abroad about the quality of medical services and the actual administrative service items of individual hospitals. A total of 31 topics related to the quality of hospital administrative services from the perspective of customers have been sorted out. This research is aimed at All customers are carried out anonymously, which is done by filling out questionnaires to sort out Kano's quality essentials and related compilations. A total of 230 questionnaires were issued, and a total of 203 valid questionnaires were returned. The return rate of valid questionnaires was 88%. , And the results of this research show that the individual hospital has 11 attractive qualities, 18 one-dimensional qualities, and 2 undifferentiated qualities. Finally, the Kano quality improvement index proposed by Matzler & Hinterhuber (1998) is used to calculate the increased satisfaction index value and the decreased dissatisfaction index value of each service quality, so as to re-allocate the hospital's administrative management resources. The reference basis.

中文摘要...i
英文摘要 ...ii
誌謝...iii
目錄...iv
表目錄...vi
圖目錄...vii
第一章 緒論...1
1.1 研究背景與研究動機...1
1.2 研究目的與研究問題...3
1.3 研究流程...4
第二章 文獻探討...6
2.1 醫院行政服務品質...6
2.1.1 醫院行政的定義...6
2.1.2 服務品質的定義...6
2.1.3 PZB 服務品質衡量之量表...6
2.2 二維品質模式...8
2.2.1 Kano二維品質模式的定義...8
2.3 醫院...13
2.3.1醫院的定義...13
2.3.2醫院的類型...13
2.3.3醫院的管理...13
2.3.4醫院的組織架構...14
2.3.5醫院的歷史...14
2.3.6醫院的人員...14
第三章 研究方法...15
3.1 研究架構...15
3.2 問卷設計...16
3.2.1 問卷資料來源...16
3.2.2問卷設計格式...18
3.3 資料分析法...19
3.3.1敘述性統計...19
3.3.2本研究是以採Cronbach’s alpha係數做為檢驗問卷之信度...19
3.3.3 Kano品質歸類...19
3.3.2 Kano品質改善指標...20
第四章 資料結果分析...21
4.1、本基本資料分析...21
4.1.1問卷信度分析...21
4.1.2問卷基本資料分析...22
4.2 Kano二維品質屬性歸類...27
4.2.1魅力品質...27
4.2.2一維品質...28
4.2.3無差異品質...30
4.3 品質改善指標...31
4.3.1醫院服務(硬體環境、專業性及可靠性)...38
4.3.2行政人員服務(溝通與反應性、專業與服務)...39
4.3.3護理人員服務(溝通與反應性、專業與服務)...40
第伍章 結論與建議...41
5.1 結論...41
5.1.1 以Kano 二維品質模式為架構，個案醫院行政服務項目之分類屬性為何?...41
5.1.2 個案醫院行政單位優先發展服務之項目為何?...41
5.2 建議...43
5.2.1 未來研究建議...43
參考文獻...44
附錄一...45

中文部分:

狩野紀昭、瀨樂信彦、高橋文夫、迂新一，1984，“有魅力的品質與應該有的品質”，品質管制月刊，21卷，5期，頁33-41。

周文賢(2002)。多變量統計分析。臺北市：智勝文化事業公司。

英文部分:

Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment. Technovation, 18(1), 25-38.

Grönroos, C. (1982). An applied service marketing theory. European journal of marketing, 16(7), 30-41. .

Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of marketing research, 19(4), 491-504.

Hernon, P., & Nitecki, D. A. (2001). Service Quality: A Concept not Fully Explored. Library Trends, 49(4), 687-708.

Olshavsky, R. W. (1985). Perceived quality in consumer decision making: an integrated theoretical perspective. Perceived quality, 4(1), 3-29.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12-40.

Herzberg, F., Mausner, F., & Snyderman, B. B. (1959). The Motviation to Work (Wiley, New York).