探討聯合執業牙醫診所就診民眾關係品質、知覺價值、滿意度與忠誠度之相關性

Abstract

醫病關係在牙科醫療照護服務中扮演著至關重要的角色。醫病關係品質與醫療成效及醫療糾紛密切相關。在醫療服務中，病患滿意度與忠誠度常用來作為衡量品質的指標，此兩者亦能幫助我們了解哪些要素有助於建立良好醫病關係。 本研究為一橫斷式研究，旨在探討聯合執業牙醫診所就診民眾的關係品質、知覺價值、滿意度與忠誠度之相關性。研究目的為了解：(1)關係品質與知覺價值之相關性。(2)知覺價值與滿意度之相關性。(3) 知覺價值與忠誠度之相關性。(4)滿意度與忠誠度之相關性。 本研究以台北市某單一聯合執業牙醫診所之就診民眾為研究對象，以自行設計的結構式問卷蒐集資料，共回收305份問卷，並使用統計軟體SPSS 20.0 及AMOS 20.0進行研究分析。 研究結果顯示：關係品質與知覺價值有正向顯著相關。知覺價值與滿意度有正向顯著相關。知覺價值與忠誠度有正向顯著相關。滿意度與忠誠度有正向顯著相關。依據本研究結果，提出未來研究及實務應用方向作為牙科醫療照護體系發展之參考。

The doctor-patient relationship plays an important role in dental healthcare services. The quality of the doctor-patient relationship affects clinical outcomes and medical malpractice claims. Patient satisfaction and loyalty are commonly used indicators for measuring the quality in health care. They are also effective indicators to understanding the keys to a good doctor-patient relationship. This is a cross-sectional study that aims to explore the correlation among relationship quality, perceived value, satisfaction and loyalty in the patients of a group practice dental clinic. The purpose is to explore the following: (1) the correlation between relationship quality and perceived value; (2) the correlation between perceived value and satisfaction; (3) the correlation between perceived value and loyalty; (4) the correlation between satisfaction and loyalty. In this study, patients were recruited from a group-practice dental clinic in Taipei, Taiwan. Data were obtained using a structured questionnaire designed by the researcher. A total of 305 questionnaires were collected. Statistic software packages including SPSS 20.0 and AMOS 20.0 were used in the data analysis. The results showed that a significant positive correlation between relationship quality and perceived value. Additionally, a significant positive correlation could be seen between perceived value and satisfaction. The results also demonstrated a significant positive correlation between perceived value and loyalty. Likewise, a significant positive correlation between satisfaction and loyalty was found. Future research propositions and practical implications for the improvement of dental healthcare systems were proposed based on the findings of this study.