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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 李存修 | zh_TW |
dc.contributor.advisor | Tsun-Siou Lee | en |
dc.contributor.author | 林貞姬 | zh_TW |
dc.contributor.author | Chen-Chi Lin | en |
dc.date.accessioned | 2024-01-28T16:32:27Z | - |
dc.date.available | 2024-01-29 | - |
dc.date.copyright | 2024-01-28 | - |
dc.date.issued | 2023 | - |
dc.date.submitted | 2023-08-01 | - |
dc.identifier.citation | 1. Anderson, S., Pearo, L. K. & Widener, S. K. (2008). Drivers of Service Satisfaction. Journal of Service Research, 10(4), 365–381.
2. Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M. & Amenta, P. (2016). Determinants of patient satisfaction: a systematic review. Perspectives in Public Health, 137(2), 89–101. 3. Berry, L. L. & Bendapudi, N. (2007). Health Care: A Fertile Field for Service Research. Journal of Service Research, 10(2), 111-122. 4. Garvin, D.A. (1984). What Does “Product Quality” Really Mean? Sloan Management Review, 26(1), 25-43. 5. Haywood‐Farmer, J. (1988). A Conceptual Model of Service Quality. International Journal of Operations & Production Management, 8(6), 19–29. doi:10.1108/eb054839 6. Johnston, R. & Silvestro, R. (1990). The determinants of service quality – a customer-based approach, in The Proceedings of the Decision Science Institute Conference, San Diego, CA. 7. Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management, 6(5), 53–71. 8. Johnston, R., Silvestro, R., Fitzgerald, L. & Voss, C. (1990). Developing the determinants of service quality, in The Proceedings of the 1st International Research Seminar in Service Management, La Londes les Maures. 9. Kenagy, J. W., Berwick, D. M. & Shore, M. F. (1999). Service quality in health care. JAMA, 281(7), 661–665. 10. Lee, H., Delene, L. M., Bunda, M. A. & Kim, C. (2000). Methods of Measuring Health-Care Service Quality. Journal of Business Research, 48(3), 233–246. 11. Maister, D.H. (1984). Quality Work Doesn't Mean Quality Service, The American Lawyer, 6-8. 12. Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64,12-40. 13. Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and implications for future research. Journal of Marketing, Vol. 49, Fall, 41-50. 14. Sasser, W. E., Olsen, R. P. & Wyckoff, D. D. (1978), Management of Service Operations. Boston: Allyn & Bacon. 15. Sitzia, J. & Wood, N. (1997). Patient satisfaction: A review of issues and concepts. Social Science & Medicine, 45(12), 1829-1843. 16. Swan, J.E. & Combs, L.J. (1976). Product performance and consumer satisfaction: a new concept. Journal of Marketing, Vol. 40, April, 25-33. 17. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52(2), 35-48. | - |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/91561 | - |
dc.description.abstract | 近年台灣醫療技術越來越發達,各式小型診所也越來越多,讓有醫療需求的社會大眾得以就近看診,盡快解決身心靈的病痛,重新獲得健康和更好的生活品質。然而,在台灣複雜的健保制度下,小型診所從健保顧客身上可以賺取的收入和獲利空間較小,因此往往會比較重視如何開發新自費顧客、忽略既有健保顧客。此論文中的個案A診所則是反其道而行,認為應該藉由提高健保顧客滿意度和信任感來增加其未來購買自費療程的可能性。婚姻狀態和學歷被發現是會影響不同診所滿意度的因素。整體而言,治療費用和等候時間是滿意度最低的項目,因此A診所應著手提升顧客對於服務的價值認知,也應改善動線和營運流程,減低等候時間。 | zh_TW |
dc.description.abstract | In recent years, medical technology in Taiwan has become increasingly advanced, and there are many more small clinics for all disciplines. Patients can easily see doctors, quickly resolve their medical needs, regain health, and enjoy better quality of life. However, Taiwan's health insurance system is complex, so small clinics tend to earn less profit from health insurance customers. Therefore, many clinics cater to self-paying customers and provide lower quality services to existing health insurance customers. Conversely, A clinic, the focus of this study, believes that self-paid medical care revenues can be increased by improving the satisfaction and trust of health insurance customers. Marital status and education were found to affect customer satisfaction. Overall, medical fees and waiting times were found to have the lowest customer satisfaction. Therefore, A clinic should strive to enhance value perceptions in customers, as well as improve patient flows and operational processes to reduce waiting times. | en |
dc.description.provenance | Submitted by admin ntu (admin@lib.ntu.edu.tw) on 2024-01-28T16:32:27Z No. of bitstreams: 0 | en |
dc.description.provenance | Made available in DSpace on 2024-01-28T16:32:27Z (GMT). No. of bitstreams: 0 | en |
dc.description.tableofcontents | 中文摘要 ii
THESIS ABSTRACT iii 目錄 iv 圖目錄 vi 表目錄 vii 第一章、緒論 1 第一節、研究背景與動機 1 第二節、研究目的 2 第三節、研究方法 2 第四節、研究架構 2 第二章、文獻回顧 4 第一節、醫療服務品質 4 第二節、醫療服務滿意度 10 第三章、研究方法 13 第一節、A診所介紹 13 第二節、問卷說明 13 第四章、研究結果 21 第一節、問卷基本資料分析結果 21 第二節、問卷滿意度分析結果 27 第三節、進階統計分析結果 53 第四節、問卷調查結果之綜合啟示 56 第五章、結論與建議 58 第一節、研究結論 58 第二節、研究限制 59 第三節、未來研究方向 59 參考文獻 60 | - |
dc.language.iso | zh_TW | - |
dc.title | 健保病患滿意度之研究:以A診所為例 | zh_TW |
dc.title | An Investigation of the Degree of Satisfaction of National Health Insured Patients—The Case of A Clinic | en |
dc.type | Thesis | - |
dc.date.schoolyear | 111-2 | - |
dc.description.degree | 碩士 | - |
dc.contributor.coadvisor | 廖咸興 | zh_TW |
dc.contributor.coadvisor | Hsien-Hsing Liao | en |
dc.contributor.oralexamcommittee | 林修葳;張景宏 | zh_TW |
dc.contributor.oralexamcommittee | Hsiou-Wei Lin;Ching-Hung Chang | en |
dc.subject.keyword | 健保,醫療,滿意度,顧客,診所, | zh_TW |
dc.subject.keyword | healthcare,medicine,satisfaction,customer,clinic, | en |
dc.relation.page | 61 | - |
dc.identifier.doi | 10.6342/NTU202302602 | - |
dc.rights.note | 未授權 | - |
dc.date.accepted | 2023-08-04 | - |
dc.contributor.author-college | 管理學院 | - |
dc.contributor.author-dept | 碩士在職專班財務金融組 | - |
顯示於系所單位: | 財務金融組 |
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