The Correlation between Quality of Services and Satisfaction of Customers at a Medical Center in Municipal Taipei
| Autor: | Shu-Fang Kao, 高淑芳 |
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| Rok vydání: | 2009 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 97 Medical care in Taiwan has become more accessible since the implementation of the National Health Insurance in 1995. However, medical costs have also increased dramatically due to this development. With the rapid changes in the Taiwanese society and the improved standards of public health, the way people look at diseases has become very much different from the past. As the people of Taiwan become better educated and more aware of their needs, they will seek for better health care more actively, instead of just passively accept the treatments. The competition between the health care providers intensifies; even the medical centers are without exception. Hence, the quality of health care and customer’s satisfaction has become important considerations in managing a hospital. This study aims at relationship between the quality of services the clinics and patient’s satisfaction in the medical center in Municipal Taipei. This study adopted Non-difference and SERVPERF service quality graph as the tool. Patients of the involved medical center were asked to fill out a questionnaire designed to compare the importance the five dimensions of the tangibility, reliability, responsiveness, assurance, and empathy between their expectations and their actual feelings. This was done to get a general feel of the patients’ overall appraisal of the clinic, their willingness to come back, and whether or not they would recommend treatment at the same hospital to their close relatives or friends. And the results and conclusions are： 1. With regards to quality of health care, most patients only rated it as “fairly satisfactory”, The differences between the expected and the actual care the patients have are so great that it is obvious the quality of services has to be improved, How to offer “touchable services” for the patients are really urgent for the medical center right now. 2. About the quality of health care, the patients from different backgrounds showed different results in comparison between expectations and actual feelings. In order to maintain its competency, the medical center has to take some measures to correct these unsatisfactory items reviewed by the patients. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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