請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/19553
標題: | 連鎖牙醫診所歷年滿意度研究--以東群牙醫聯盟連鎖診所為例 Consumer Satisfaction Analysis of Dental Clinic Chains--A Case Study of Tung Chun United Dental Clinics |
作者: | Chien-Wen Huang 黃建文 |
指導教授: | 李存修 |
共同指導教授: | 陳思寬 |
關鍵字: | 滿意度分析,連鎖牙醫診所,醫療品質,牙醫,醫療管理, Dental Clinic,Dentist,Consumer Satisfaction,Healthcare Management, |
出版年 : | 2016 |
學位: | 碩士 |
摘要: | 近年來,醫療品質逐漸受到消費者(病患)的重視;病患在意不只是醫師的技術,也包括診所環境、助理服務態度、等候時間、價格合理性等。相對於其他醫療領域,牙醫的工作較專門且僅針對牙齒的相關問題進行診斷和治療,因此經營模式較簡單;以往的牙醫診所規模和人員配置小於一般醫院,但近年來,為達規模經濟及品牌效益和增加服務客群及服務項目,各牙醫診所有擴大經營規模的趨勢,甚至有連鎖經營的商業模式出現。在這樣的經營模式下,各分院診所環境、牙醫師技術、服務態度等因素一致性的重要性提高,病患的滿意度也成為品牌一致性的重要測量指標。本研究透過東群牙醫聯盟過去三年滿意度問卷的結果分析出東群牙醫聯盟各診所及整體聯盟歷年的滿意度情形,問卷共分成基本資料、選擇診所原因、滿意度調查及改善建議四大部分,分析結果顯示,女性病人比例高於男性病人、病人回診率高、初診病人較少;以就診原因而言,病人最在意診所醫師純熟技術、服務態度良好及交通方便三個因素;滿意度結果顯示,病患對於醫師專業度均給予較高的滿意度,但等待時間和價格合理性的滿意度均偏低;貼心服務方面,約診卡和看診提醒簡訊為病人較熟知的服務。東群牙醫聯盟也根據以上分析結果提出相關改善措施,包括添購治療椅、提供病患多種價位的治療選擇、增加衛教影片播放頻率等,希望藉此提升各診所服務品質,同時提升病患整體的滿意度。 Of late, consumers are placing increasing emphasis on healthcare quality, focusing not only on the professional quality of practitioners, but also on clinical environments, assistant attitudes, waiting time, and price. Compared to other fields in the medical industry, dentistry is a specific field that caters only to dental issues. Therefore, the operating scale and personnel numbers of most dental clinics are much smaller than the average hospital. However, in recent years, many dental clinics are expanding in an effort to achieve scales of economy and brand recognition; some dental clinics are even developing into franchises. Under these circumstances, the consistency of clinical environments, dentist quality, and service quality at each clinic within the franchise is of high importance, and consumer satisfaction can be considered an indicator of said consistency. This study analyzes three years of consumer satisfaction survey results taken from Tung Chun United Dental Clinics. Analysis results showed that the proportion of female patients was higher than male patients, and that the proportion of returning patients was higher than new patients; practitioner technique, service quality, and location were three of the main reasons given for visiting the clinics; patients were satisfied with practitioner quality at the Tung Chun United Dental Clinics, but were dissatisfied with waiting time and price; in terms of additional services, patients were only shown to be familiar with appointment cards and reminder texts. In accordance with the results shown above, Tung Chun United Dental Clinics implemented a number of improvements in hopes of enhancing service quality and patient satisfaction, including the purchase of relevant equipment, providing patients with differing treatment options with various prices, and increasing the broadcast frequency of educational videos. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/19553 |
全文授權: | 未授權 |
顯示於系所單位: | 國際企業管理組 |
文件中的檔案:
檔案 | 大小 | 格式 | |
---|---|---|---|
ntu-105-1.pdf 目前未授權公開取用 | 3.55 MB | Adobe PDF |
系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。