Study on Servic Quality an Example of a Regional Hospital

Autor: CHU, CHEN-JU, 朱真如
Rok vydání: 2019
Druh dokumentu: 學位論文 ; thesis
Popis: 107
Taiwan has entered an aging society, and the hospitalization needs of the elderly have also expanded. It is an important block in the hospital's revenue. The competent authorities should understand the experience of the elderly through the experience of the elderly in hospitals in a certain district in the central region. Hospitalization needs. In this study, the "PZB service quality model" proposed by Parasuraman, Zeithaml & Berry is used as the theoretical basis, and the research structure is established by combining the importance-performance analysis method （IPA） to explore the service quality of the elderly in a certain district in the central region. Value and satisfaction. This study adopts the questionnaire survey method, taking the elderly in the middle area over 65 years old as the research object, and recovering 100 valid questionnaires, using SPSS22.0 for statistical analysis, and using IPA plane coordinate map to explore the service quality of each district in the central region. Analyze in the landing quadrant of IPA. The results of the study show that the five dimensions of "tangible", "reliability", "reactivity", "guarantee" and "care" are in the fourth quadrant. "The arrangement of the guidelines in the hospital is clear. Easy transportation outside the hospital", "The hospital provides individual medical services for the needs of elderly patients", "The Court provides a complaint channel for patients with smooth flow", "The staff of the hospital has a service enthusiasm", "The hospital provides equipment and The "completely equipped" 6 questions are the items of "high attention and low satisfaction" for the elderly, which can be used as a reference for the hospital to strengthen the service quality and planning. Keywords: Hospitalization needs, IPA, Service quality, PZB
Databáze: Networked Digital Library of Theses & Dissertations
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