Please use this identifier to cite or link to this item:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/74712
Title: | 應用外科住院服務品質量表(SQSH scale)探討開放型醫院外科住院病人對服務品質認知落差分析-以中心診所醫療財團法人中心綜合醫院為例 Analysis of Service Quality Gap between Perceptions and Expectations of Inpatient Using Service Quality Scale For Surgical Hospitalization (SQSH scale)-A Case Study of Central Clinic Hospital |
Authors: | Shin-Mei Chao 趙心梅 |
Advisor: | 鍾國彪(Kuo-Piao Chung) |
Keyword: | 外科住院服務品質量表,PZB服務品質衡量模式,開放型醫院,醫療服務品質,缺口分析, Service Quality Scale For Surgical Hospitalization(SQSH scale),PZB Service Quality Model,Open Staff System Hospital,Service Quality In Health Care,Gap Analysis, |
Publication Year : | 2020 |
Degree: | 碩士 |
Abstract: | 研究背景:台灣大多醫院皆行封閉式醫療制度,在少數開放式醫院少有相關針對不同病人來源進行住院醫療服務品質調查,本研究旨要了解開放型地區醫院不同來源外科住院手術病人對於住院醫療服務品質期望與實際感受之間的缺口差異,以探討影響外科住院病人對於住院服務品質的因素為何。
研究方法:本研究為橫斷研究採取立意抽樣,收案時間自2019年4月16日起至9月30日止,針對台北市一家開放型醫院156位(回收率:83.8%)外科住院病人,運用外科住院服務品質問卷(SQSH Scale)進行調查,問卷收集後應用IBM SPSS version 20.0統計軟體透過敘述性統計分析、獨立樣本t檢定、成對樣本t檢定、單因子變異數分析、羅吉斯迴歸分析以及驗證性因素分析(CFA)進行量表信、效度檢驗。 研究結果:外科住院病人其心中期望與實際感受服務品質六項因素皆達顯著差異,其缺口差異平均值由最大到最小排序分別為衛生環境(-0.479)、客製化(-0.205)、便利性(-0.182)、關注(-0.153)、需求管理(-0.127)、保證(-0.094),在服務品質「衛生環境」以及「客製化」因素中40-59歲組的外科住院病人其心中理想及實際感受平均缺口差距比60歲以上病人組還大;在「便利性」因素中來自醫學中心組的病人其平均缺口差距最大。透過羅吉斯回歸分析顯示外科住院病人此次對於醫療人員具備相關知識與禮貌且感到信任的「保證」品質因素給予高住院評價。最後透過驗證性因素分析,此外科住院服務品質量表中27題衡量項目能分別被六項品質因素所解釋,組成信度(CR)值皆大於0.7以上、平均變異數萃取量(AVE)值大於0.6以上,具有良好的效度與信度。 研究結論:六項服務品質因素皆存在缺口,醫療管理階層應對於組織內部進行服務品質設計與改善計畫,提供完善環境以縮小服務品質認知缺口,繼以提升服務效率與品質達到以病人為中心之照護服務。 Background: Most of hospitals in Taiwan are Closed-staff hospital, but few hospitals implementing open-staff hospital. This study aimed to investigate the factors affecting the service quality gap between perceptions and expectations of surgical inpatient from different patient sources. Evaluation of service quality is a key measurement which provides the important information for effective decision making and providing high quality healthcare. Method: This was a cross-sectional study conducted in Taipei city. The data was collected through a SQSH questionnaire from 156 surgical inpatients (recovery rate: 83.8%) with a purposive sampling technique. The “SQSH Scales” with six dimensions, namely; needs management, assurance, sanitation, customization, convenience & quiet and attention. The data collected were analyzed using IBM SPSS, version 20.0 statistical analyses included descriptive statistics, paired and independence sample t-test, ANOVA and logistic regression at the significance level a=0.05. Confirmatory Factor Analysis(CFA) with AMOS to test the validity and reliability. Results: The results showed that the quality gap in all dimensions was significant (P<0.001), sanitation (-0.479), customization (-0.205), convenience (-0.182), attention (-0.153), needs management (-0.127), assurance (-0.094). The largest quality gap was related to Sanitation (-0.479), and the lowest belonged to assurance (-0.094). The studied clients' demographic characteristics in Gap 5 there is no significant difference between education, gender, duration of hospitalization, place of residence, and surgery type. A significant difference can be found between patients’ experience of Age in dimensions of “Sanitation” and “customization”, different patient sources(referrals from medical center) in dimensions of “convenience” . On the other hand, clients with higher service quality satisfaction in “assurance”. The CFA results showed that the composite reliability (CR), average variance extracted (AVE), reliability and convergent validity of all dimensions were acceptable. Conclusions: Improving quality in healthcare is a determinant issue as there is a work of life perpetuation in the sector. Hospital administration and team member should provide appropriate facilities and service to patient, it’s a key way to narrow this gap to enhancing the efficiency and service quality. This study was conducted in a open staff hospital in taipei, and its findings cannot be generalized to the other hospitals. A comprehensive nationwide studies are suggested for the investigation of the improvement of the quality of healthcare services. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/74712 |
DOI: | 10.6342/NTU202000027 |
Fulltext Rights: | 有償授權 |
Appears in Collections: | 公共衛生碩士學位學程 |
Files in This Item:
File | Size | Format | |
---|---|---|---|
ntu-109-1.pdf Restricted Access | 3.58 MB | Adobe PDF |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.