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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 郭瑞祥 | |
| dc.contributor.author | Chih-Hao Sung | en |
| dc.contributor.author | 宋志豪 | zh_TW |
| dc.date.accessioned | 2021-06-16T16:42:41Z | - |
| dc.date.available | 2012-08-27 | |
| dc.date.copyright | 2012-08-27 | |
| dc.date.issued | 2012 | |
| dc.date.submitted | 2012-08-24 | |
| dc.identifier.citation | （一）專書
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/63452 | - |
| dc.description.abstract | 高壓氧治療目前已使用在各類急診疾病、神經功能異常疾病及骨科外傷性疾病等，但未見高壓氧治療使用於植牙手術後，對傷口癒合、預防感染、傷口消腫與止痛之醫療服務。因此，在顧客對於醫療服務品質日漸要求下，高壓氧治療在植牙醫療服務領域，可嘗試為一種競爭因素及生存條件，更確切的說服務品質是其核心競爭力。
本研究採用「服務品質模型」（Parsuraman, Zeithmal & Berry，PZB）之SERVQUAL結構式量表作為分析工具，探討高壓氧治療應用於植牙手術後，醫護人員與顧客（病患）之服務品質滿意度差異，分析須迫切改善之屬性，作為高壓氧治療應用於植牙醫療服務提供者發現問題與品質改善之研究。實證結果顯示：首先，醫護人員評量問項之期望程度與認知程度之數值全數皆為正值，且皆為顯著，說明醫護人員對於醫院診所中所提供高壓氧治療的各項服務有兩種可能，第一可能為醫護人員自我要求甚高，第二則為醫院診所設定服務目標過高，導致醫護人員無法達到服務管理之各項目標；其次，醫護人員之期望程度與顧客（病患）認知程度上，高壓氧治療服務品質之差距，而高壓氧治療服務品質之期望程度與認知程度之數值全數為負值，代表無缺口，意指醫護人員均能意識到顧客（病患）的期望，應可不用改進；再其次，顧客（病患）評量問項之期望程度與認知程度之數值大多數為負值，說明顧客（病患）是很滿意醫院診所中所提供高壓氧治療的各項服務；最後，討論醫護人員之特性，當中僅服務年資在「管理準則」方面出現顯著差異，其餘則呈現未顯著差異。 | zh_TW |
| dc.description.provenance | Made available in DSpace on 2021-06-16T16:42:41Z (GMT). No. of bitstreams: 1 ntu-101-P95743011-1.pdf: 7885838 bytes, checksum: 294b0acd0d1b2c40309ca741ea03f128 (MD5) Previous issue date: 2012 | en |
| dc.description.tableofcontents | 誌謝……………………………………………………….……………...………..…….I
摘要…………………………………………………………………………….……….II 英文摘要……………………………………………………………………………….III 目次……………………………………………………………………………………..V 表次……………………………………………………….…………………………...VII 圖次……………………………………………………….…………………….……...IX 第一章 緒論...................................................................................................................1 第一節 研究背景與動機..........................................................................................1 第二章 研究目的………………………………………………………….……….5 第三節 研究範圍與問題…………………………………………………….…….6 第四節 研究內容與流程…………………………………………………….…….8 第二章 文獻回顧.........................................................................................................10 第一節 創新產品概論……………………………………………………….…...10 第二節 高壓氧治療探討........................................................................................15 第三節 服務與品質概論........................................................................................20 第四節 顧客滿意度概論........................................................................................26 第三章 研究方法.........................................................................................................29 第一節 理論基礎與研究架構................................................................................29 第二節 研究假設....................................................................................................34 第三節 研究對象與限制........................................................................................34 第四節 研究變數定義............................................................................................35 第五節 問卷設計與資料蒐集................................................................................42 第四章 實證分析.........................................................................................................48 第一節 個人基本資料之敘述性分析....................................................................48 第二節 高壓氧治療服務品質缺口分析................................................................51 第三節 高壓氧治療服務品質與顧客滿意度之分析............................................58 第四節 個人基本資料與高壓氧治療屬性之分析................................................61 第五章 研究結論與建議.............................................................................................67 第一節 研究結論....................................................................................................67 第二節 研究建議....................................................................................................69 參考文獻.........................................................................................................................70 附錄.................................................................................................................................75 | |
| dc.language.iso | zh-TW | |
| dc.title | 高壓氧牙醫治療服務品質與顧客滿意度之分析 | zh_TW |
| dc.title | Analysis of the Dental Implant of Hyperbaric Oxygen Service Quality and Customer Satisfaction | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 100-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 余峻瑜,郭佳瑋 | |
| dc.subject.keyword | 植牙,高壓氧治療,服務品質模型,PZB,顧客滿意度, | zh_TW |
| dc.subject.keyword | Dental Implant,Hyperbaric Oxygen,Service Quality Model,PZB,Customer Satisfaction, | en |
| dc.relation.page | 83 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2012-08-24 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 高階公共管理組 | zh_TW |
| 顯示於系所單位： | 高階公共管理組 | |
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