The case study of the treatment service quality for comprehensive customers in dentistry by the application of the PZBmodel
| Autor: | Lili-Chiulily, 邱禮理 |
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| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 Because of the increasing numbers of the dental professionals, crawling growth of populations, reducing allowance of population rate in the dental medical treatment and the growing craft competitions in recent years, the leading role of the treatment environment which originated from the dentists has been transferred into the consumers’ choosing environment. To cope with the rapid change, the dental treatment transform and innovation have been evolved from the pure treatment behaviors into pursuing the service quality treatment industry. Therefore, only those who can provide the excellent service quality to the consumer satisfaction are able to maintain the competitive dental treatment market. The study uses the ideation model of PZB service quality （Parasuraman, Zeithaml & Berry, 1985）and the evaluation model of SERVQUAL (Parasuraman, Zeithaml & Berry, 1988), according to the evaluation of satisfaction from the diverseness between expected part and perceived part, to discuss the opinion and current status of internal customers （employee） and external customers (consumers）in the dental industries. Thus, the results can help the clinic services which can be really able to satisfy the consumer needs The results show that the highest satisfied factor is Reliability aspect (i.e., ability to perform the promised service, GAP5) and the lowest one is bogy character (GAP3) for the paramedic. As for the GAP5, the highest emphasis and satisfied factors are Responsiveness aspect in consumers. From each aspect of views, the results are the followings. For the paramedic, the highest gaps are “control” in GAP3, “market research” in GAP1, “quality management” in GAP2, “control” in GAP3, “parallel communication” in GAP4 and “reliability” in GAP5. In summary, several suggestions are proposed, such as how to build a positive professional concern interaction to reduce the clinic service quality gaps between employee and consumers. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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