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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 鍾國彪 | zh_TW |
| dc.contributor.advisor | Kuo-Piao Chung | en |
| dc.contributor.author | 呂佳樺 | zh_TW |
| dc.contributor.author | Chia-Hua Lu | en |
| dc.date.accessioned | 2024-08-16T17:42:24Z | - |
| dc.date.available | 2024-08-17 | - |
| dc.date.copyright | 2024-08-16 | - |
| dc.date.issued | 2024 | - |
| dc.date.submitted | 2024-08-07 | - |
| dc.identifier.citation | Abu-Kharmeh, S. S. (2012). Evaluating the Quality of Health Care Services in the Hashemite Kingdom of Jordan.
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(2018). 醫療品質、知覺價值、病患滿意度與忠誠度之相關性探討－以中部某區域醫院門診病患及其親屬為例. [A Study on the Relationship among Healthcare Quality, Perceived Value, Patient Satisfaction and Loyalty in a Regional Hospital's Outpatients and their Relatives in Central Taiwan]. 醫學與健康期刊, 7(1), 17-28. 李承駿, & 張振傑. (2019). 以KANO及IPA模式探討護理之家的照護品質. [KANO and IPA Model were Used to Explore the Quality of Care in Nursing Homes]. 健康管理學刊, 17(2), 23-30. 李貞儀, 陳年香, 彭紀棟, 孫瑀勵, 黃妡渝, 葉竹菁, & 吳如惠. (2022). 家庭牙醫門診病人就醫行為、醫療服務品質與忠誠度之關聯. [Relationship among Dental Visit Behavior, Medical Service Quality and Patient Loyalty at the Family Dentistry Department]. 醫學與健康期刊, 11(2), 65-78. 林苡平. (2019). 應用SERVQUAL量表與Kano模式探討自費健康檢查之服務品質與顧客滿意度、忠誠度相關性. (碩士). 國立臺灣大學, Available from Airiti AiritiLibrary database. (2019年) 徐鵬翔, 許淑盆, & 陳玄康. (2021). 醫院門診服務品質與病患滿意度關係之研究－以台北某醫院為例. [Research on the Relationship Between Hospital Outpatient Service Quality and Patient Satisfaction- A Case Study of One Hospital in Taipei County]. 中華創新發展期刊, 5(3), 59-73. doi:10.30141/jid.202110_5(3).0005 翁瑞宏, 黃靖媛, & 邱柏松. (2008). 醫療服務業關係品質與關係利益對顧客忠誠度的影響. [The Impact of Relationship Quality and Relational Benefit on Customer Loyalty in Healthcare Industry]. 中山管理評論, 16(3), 543-574. doi:10.6160/2008.09.05 張雅荃, 劉依鷺, & 劉曉雲. (2024). 門診病人對於醫療服務品質、病人滿意度及忠誠度之研究—以某醫學中心為例. [Research on the Medical Outpatient Quality of Medical Service and Patient's Satisfaction with Loyalty: Case Study by a Medical Center]. 源遠護理, 18(1), 78-88. doi:10.6530/yyn.202403_18(1).0011 陳子涵, 王志誠, 馮兆康, 關祥彬, 饒瑞玉, 黃麗玲, . . . 葉德豐. (2023). 以SERVQUAL與重要性績效分析（IPA）探討某區域醫院產婦生產服務品質. [The Quality of Childbirth Services in a Regional Hospital: Application of SERVQUAL and Importance Performance Analysis (IPA)]. 澄清醫護管理雜誌, 19(3), 8-19. 陳仁惠, 鄭仲興, & 方世杰. (2005). 門診醫療服務品質與病患滿意度對於關係導向行為之影響. 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Retrieved from https://dep.mohw.gov.tw/dos/lp-5103-113-xCat-y110.html 盧燕嬌, 徐揚, & 賴慶祥. (2020). ASSESSMENT OF PATIENT EXPECTATION AND PERCEPTION OF SERVICE QUALITY AND LOYALTY IN DENTAL SERVICES. [牙醫患者期望和感知服務品質與忠誠度之關聯模式探討]. 品質學報, 27(5), 281-292. doi:10.6220/joq.202010_27(5).0001 謝效昭, & 李美玉. (2008). 專案經理關係行銷與服務品質知覺、顧客忠誠度之關聯探討. [A Study of the Associations among Relationship Marketing, Customers' Perception of Service Quality and Loyalty]. 東吳經濟商學學報(60), 133-158. doi:10.29735/sjeb.200803.0005 | - |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/94717 | - |
| dc.description.abstract | 背景：台灣的醫療體系和醫療市場正在經歷顯著的變化，這些變化受到許多因素的影響，在經濟及醫療快速發展下，不僅提高了人們的生活水準，還增加了對高品質醫療服務的需求，迫使醫療機構需要更關注效率，了解病人需求以提升醫療服務品質，以在競爭激烈的市場中生存。病人滿意度會隨著時間變化而有所改變，但病人忠誠度對於醫院的收入更有直接及持續的影響，可影響醫院整體效益。因此，本研究將專注於病人對於醫院的忠誠度作探討，不同於過去主要關注病人滿意度的研究。
目的：(1).探討門診病人對醫療服務品質與病人忠誠度之相關性。(2).探討以Kano二維品質模式歸類的服務品質與忠誠度之相關性。 方法：研究採橫斷面調查法方式(cross-sectional survey study)，以結構式問卷訪問醫院門診病人，於醫院門診外進行實體收案，以匿名紙本問卷進行，問卷填答時間約為15-20分鐘。本研究在2024年4月15日至2024年5月31日期間於醫院收集進行紙本問卷，共發放213份問卷，有效問卷210份。 結果：部分醫療服務品質構面與病患忠誠度之間呈顯著正相關，特別在有形性及保證性構面，有助於提升病患忠誠度。Kano二維品質要素歸類結果，一維品質有2項，必要品質17項，無差異品質3項。因此，以上構面可列為未來醫院重視的關鍵服務項目。 結論：使用醫療服務品質與Kano二維品質模式，以探討地區醫院醫療服務品質要素與病人忠誠度之關係，了解病人對於醫院服務品質的感受度及病人需要的服務品質項目，能有效提升病人忠誠度。 | zh_TW |
| dc.description.abstract | Background: Taiwan's healthcare system and market are undergoing significant changes influenced by various factors. Rapid economic and healthcare development has not only improved people's living standards but also increased the demand for high-quality medical services. This forces medical institutions to focus more on efficiency and understanding patient needs to enhance the quality of medical services and survive in a competitive market. While patient satisfaction may change over time, patient loyalty has a more direct and lasting impact on hospital revenue, affecting the overall efficiency of hospitals. Therefore, this study will focus on exploring patient loyalty to hospitals, differing from past research that primarily focused on patient satisfaction.
Objectives: (1).To explore the correlation between outpatient medical service quality and patient loyalty.(2).To investigate the relationship between service quality categorized by the Kano two-dimensional quality model and patient loyalty. Methods: The study adopts a cross-sectional survey method, using a structured questionnaire to interview hospital outpatients. Data collection was conducted outside the outpatient department of hospitals using anonymous paper questionnaires, with a completion time of approximately 15-20 minutes. From April 15, 2024, to May 31, 2024, a total of 213 questionnaires were distributed, and 210 valid questionnaires were collected. Results: There is a significant positive correlation between certain dimensions of medical service quality and patient loyalty, particularly in the tangibility and assurance dimensions, which help improve patient loyalty. The Kano two-dimensional quality classification resulted in 2 one-dimensional quality elements, 17 must-be quality elements, and 3 indifferent quality elements. Therefore, these dimensions can be considered key service items for hospitals to focus on in the future. Conclusion: By using the medical service quality and the Kano two-dimensional quality model to explore the relationship between medical service quality elements and patient loyalty in regional hospitals, understanding patients' perceptions of hospital service quality and the service quality items they need can effectively enhance patient loyalty. | en |
| dc.description.provenance | Submitted by admin ntu (admin@lib.ntu.edu.tw) on 2024-08-16T17:42:23Z No. of bitstreams: 0 | en |
| dc.description.provenance | Made available in DSpace on 2024-08-16T17:42:24Z (GMT). No. of bitstreams: 0 | en |
| dc.description.tableofcontents | 誌謝 II
中文摘要 III Abstract IV 目次 VI 圖次 VIII 表次 IX 第一章 緒論 1 第一節 實習單位特色與簡介 1 第二節 研究背景 2 第三節 研究目的 4 第二章 文獻回顧 5 第一節 醫療服務品質 5 第二節 病患忠誠度 9 第三節 Kano二維品質模式 12 第四節 醫療服務品質、Kano二維品質模式與忠誠度之探討 16 第三章 研究方法 20 第一節 研究設計與流程 20 第二節 研究架構 21 第三節 問卷設計 22 第四節 研究對象與調查方式 24 第五節 操作型定義與統計分析 25 第六節 資料分析方法 30 第四章 研究結果 32 第一節 信效度分析 32 第二節 描述性統計分析 34 第三節 推論性統計分析 49 第五章 討論 61 第一節 資料收集過程與樣本特性 61 第二節 研究結果 63 第三節 研究假說驗證 69 第四節 研究限制 71 第六章 結論與建議 72 第一節 研究結論 72 第二節 研究建議 72 參考文獻 74 附錄一 問卷調查 79 附錄二 研究倫理審查核可證明 83 | - |
| dc.language.iso | zh_TW | - |
| dc.subject | 醫療服務品質 | zh_TW |
| dc.subject | SERVQUAL量表 | zh_TW |
| dc.subject | 狩野紀昭二維品質模式 | zh_TW |
| dc.subject | 忠誠度 | zh_TW |
| dc.subject | Kano model | en |
| dc.subject | Healthcare service quality | en |
| dc.subject | SERVQUAL | en |
| dc.subject | Loyalty | en |
| dc.title | 地區醫院醫療服務品質與忠誠度之探討-以台北市某地區醫院為例 | zh_TW |
| dc.title | The relationship between healthcare service quality and patient loyalty in a Taipei city district hospital | en |
| dc.type | Thesis | - |
| dc.date.schoolyear | 112-2 | - |
| dc.description.degree | 碩士 | - |
| dc.contributor.oralexamcommittee | 李龍騰;游宗憲 | zh_TW |
| dc.contributor.oralexamcommittee | Long-Ten Lee;Tsung-Hsien Yu | en |
| dc.subject.keyword | 醫療服務品質,SERVQUAL量表,狩野紀昭二維品質模式,忠誠度, | zh_TW |
| dc.subject.keyword | Healthcare service quality,SERVQUAL,Kano model,Loyalty, | en |
| dc.relation.page | 83 | - |
| dc.identifier.doi | 10.6342/NTU202403795 | - |
| dc.rights.note | 未授權 | - |
| dc.date.accepted | 2024-08-07 | - |
| dc.contributor.author-college | 公共衛生學院 | - |
| dc.contributor.author-dept | 公共衛生碩士學位學程 | - |
| 顯示於系所單位： | 公共衛生碩士學位學程 | |
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