篇名 | 門診病人自發行為之研究--以屏東某教學醫院為例 |
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卷期 | 36 |
並列篇名 | An Investigation into Factors Influencing Outpatients' Choices: An Empirical Study of a Teaching Hospital in Pintung |
作者 | 黃志強 、 鄔蜀芳 、 柯建安 |
頁次 | 151-167 |
關鍵字 | 服務品質 、 醫院形象 、 知覺價值 、 關係品質 、 自發行為 、 Service quality 、 Hospital image 、 Perceived value 、 Patient-staff relationships 、 Customer choice |
出刊日期 | 201003 |
目標:本研究以服務品質、醫院形象、知覺價值與關係品質等各因素之關聯,探討其影響醫療顧客(病患)自發行為之結果。方法:調查對象為屏東某教學醫院的門診病患,採用SPSS 12.0 及AMOS 統計軟體進行結構方程模式(SEM)統計分析。結果:醫院形象對於顧客自發行為有最大的影響效果(β=0.90);其次為關係品質(β=0.84)。服務品質與知覺價值對於顧客自發行為亦有間接影響效果。結論:藉由本研究結果可以協助醫療機構瞭解病患的需求,及醫療市場的趨勢,以發展其獨特的核心競爭力及市場定位,並且作為醫院經營管理策略的參考指標。
Objectives: This research, performed by questionnaire, studies
interactions between perceived quality of service, hospital image, perceived value for money, and quality of staff-patient relationships. It investigates factors which influence the voluntary choices made by patients, seen as "medical customers". Methods: The subjects responding to our questionnaire were the outpatients of a teaching hospital in Pintung.Statistical analysis of the responses to the questionnaire was performed using SPSS 10.5 and AMOS. Results: Hospital image had the greatest positive effect on customer choice (β=0.90); followed by the quality of patient staff relationships having a positive effect on customer choice (β=0.84). Perceived quality of service had a positive effect on hospital image. Perceived value for money had a positive effect on the quality of patient-staff relationships. Hospital image had a positive effect on perceived value for money. Conclusions: Research into the interaction between these variables can help our understanding of the hospital as a market competitor. It may help in the development of appropriate core competencies in a context of market orientation. An understanding of the patient in terms of these constructs will also help
future hospital management strategy.