Satisfaction research of quality that the health station offer medical treatment service in Kinmen

Autor: YA-JU CHEN, 陳雅茹
Rok vydání: 2015
Druh dokumentu: 學位論文 ; thesis
Popis: 103
In an effort to survey the general public’s satisfaction with the medical services provided by the public health centers in Kinmen, this study created a scale using SERVQUAL scale based on the literatures related to medical service quality as well as the literatures regarding medical service satisfaction. Preliminary scale was prepared and pre-test was given in accordance with the conclusions stated in the papers released by Yu, Tai-kwei et al. (2006) and Tsai, Wen-chen et al. (2008). To enhance the stability and validity of the test, samples were drawn twice from the pre-test. In total, 272 valid questionnaires were analyzed in order to estimate reliability and validity. In the factor analysis, 70.05% of interpretable variance was found. Five factors were selected out of 24 questions. The overall α reliability reached .968. Four questions with semantic similarity and factor loading less than 0.4 were deleted after the pre-test questions were examined by experts. Subsequently, 5 dimensions and 20 questions were finalized. 200 questionnaires were distributed to residents across Kinmen. 4 invalid questionnaires with incomplete answers were disregarded; 196 valid questionnaires were accepted with effective response rate 98%. The data contained in all valid questionnaires was analyzed. Five factors were obtained from the factor analysis. The overall interpretable variance reached 68.65%. 95% of questions were categorized as the theoretical constructs obtained from the pre-test. The overall α reliability reached .959 and all dimensions revealed a high level of reliability between .801 and .918. Apparently, the scale is stable and all measurement tools are highly reliable and valid. The dimension reliability has the highest mean 3.93 as compared with other items, followed by responsiveness (3.83), assurance (3.70), and tangibility (3.69) while others has the least mean (3.5). In the reliability items, “are public health centers’ physicians punctual for their appointment with patients?” has the highest level of satisfaction, followed by “the physicians’ professional diagnostic and treatment abilities.” In the responsiveness items, “the on-duty staffs’ attitudes and politeness towards the general public” has the highest level of satisfaction, followed by “are public health centers’ medical personnel caring towards the patients?” In the assurance item, “people feel safe when they see doctors at the public health centers” has the highest level of satisfaction, followed by “the public health centers’ medical staffs have the professional knowledge to answer the questions raised by the general public” and “the public health center provides patients with post-treatment consultation services.” In the tangibility items, “a neat and comfortable environment in the public health center” has the highest level of satisfaction, followed by “the public health center is provided with safety equipment, such as barrier-free facilities and escalators.” In the least satisfied others items, “the public health center is provided with the latest medical equipment” and “the medical staffs’ attires” have a very low level of satisfaction. As for the variable backgrounds, a number of dimensions reveal a significant level of variance, such as marital status, age, education level, occupation, and medical service quality. The survey indicated that people 60 years old and older than 60 with education background below junior high school and present occupation housewife are more likely to be satisfied with medical service quality. According to the descriptive analysis, married women between 30~49 years old and older than 60 are the majority. Most respondents graduated from senior high schools or vocational senior high schools or universities or junior colleges, and are employed by the industry, commerce, and service industries, or working as military, public, and teaching staffs. Before, senior citizens visited the public health centers. Now, younger people and highly educated people are willing to visit doctors in the public health centers because public health centers are close to them. According to the analysis results, the general public reveals a highest level of trust in the physicians’ professional abilities. People always stress the importance of physicians’ professional abilities. People believe that the public health centers’ medical staffs and on-duty staffs care for the patients, treat patient’s needs as top priority, and provide people with professional consultation services. Thus, people feel safe when they visit doctors in the public health centers. However, people are less satisfied with the public health centers’ medical equipment and medical staffs’ attires, indicating people’s shortage of confidence in the obsolete medical equipment as well as people’s negative impression of the medical staffs’ attires. Based on the discussions stated above, public health centers may purchase new instruments and medical staffs should wear uniforms in order to create a professional image. Medical staffs and service staffs may upgrade their communication abilities, allowing people’s needs to be satisfied and thereby upgrade the satisfaction with medical service quality. Keywords: medical service quality, public health center
Databáze: Networked Digital Library of Theses & Dissertations
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