The Study on Service Process and Quality by Using Kano's Models：A Case of W Medical Clinic
| Autor: | Hsiu-Ju Chang, 張秀如 |
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| Rok vydání: | 2018 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 106 In the competitive health care market, to achieve the goal of sustainable management, the medical service institutes promote their health care quality to raise the satisfaction from patients. However, medical service quality is an abstract conception, people tend to judge the service quality based on their subjective consciousness. Therefore, there are different perspectives on medical service quality. This study’s questionnaire adapted the five aspects of service quality, including Tangibles, Reliability, Responsiveness, Assurance and Empathy. At the same time, the professionalism of the doctor was also added as a survey of the questionnaire in this study. The questionnaire was designed on Kano’s two-dimensional model to evaluate the medical service quality; it categorized the quality attributes according to public’s feeling of medical service quality. And then to explore the relation between degree of perceived importance and satisfaction of medical service quality by Importance –Satisfaction analysis. The sample of this study were form people who live in Taichung area and go to W Medical Clinic, while effective response 95.22%, the effective sample size was 219 (female=13260.3%, male=8438.4%). The samples were analyzed with SPSS 20.0. The statistic methods used in the study were descriptive statistics, T-test, Chi-Square test, one-way ANOVA, Pearson correlation. The results of this study found： 1.Quality elements of medical service in the Kano’s two-dimensional quality model, 29 quality elements all belong to one-dimensional quality. 2.There is a statistically significant difference on degree of perceived importance of medical service quality from people of different demographic valuables. 3.There is a statistically significant difference on satisfaction of medical service quality from people of different demographic valuables. 4.It showed positive correlation between importance and satisfaction on medical service quality. The Medical Clinic executives could draft priority of strategy on improvement of medical service quality according to the results of importance-satisfaction analysis. It is not only to raise the satisfaction from public, but also become W clinic competitive advantages. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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