組織學習能力對服務品質、企業形象影響性之研究：以臺大醫院為例

Abstract

在環境快速變動的今日，組織如何運用強大的組織學習能力回應快速變動的商業環境，將是現在以及未來管理者都須面對的重要課題。事實上，服務品質代表著顧客內心渴望、嚮往與現實服務情況所產生的落差。然而，較少研究針對服務業中重要的服務品質與組織學習能力做一系列的探討。過去研究顯示企業形象較佳的企業將更具競爭力，而員工工作態度卻是影響工作績效以及組織行為重要指標之一。因此，本研究試圖從組織學習能力的角度出發，來探討工作態度、服務品質、與企業形象之關聯性，透過問卷調查法針對臺大醫院為實證研究對象，並根據研究結果提供解決方案與實務建議，以作為醫療產業之參考方向。

Nowadays, the business environment has become more volatile than before. Organizations have to better utilize organizational learning capabilities in order to respond the uncertainty in the environment. How to strengthen organizational learning capability is one of the most important issues facing every manager. In addition, we also identify service quality, working attitude and corporate image as determinants of corporate performance. The service quality represents the gap between customers’ expectations and the service rendered, we expect that there is a strong relationship between service quality and organization learning capability. Relatively little attention, however, has been paid to discuss such a relationship. Prior studies also have proved that a stronger corporate image will enhance a firm’s competitive position. And working attitude is also one of the most important indicators which can affect the working performance and organization behavior. Therefore, this study aims to clarify the relationships among organizational learning capability, working attitude, service quality and corporate image. Finally, our empirical research focuses on national Taiwan University Hospital employees through questionnaire survey. We expect our study results can have contributions to the field of health care management.