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    題名: 從Kano二維品質模式探討國內大型醫療院所服務流程與品質之研究-以國內A醫療院所為例
    A Case Study on the Service Process and Quality by Using Kano’s Models
    作者: 劉慶森
    Liu, Ching-Sen
    貢獻者: 邱奕嘉
    Chiu, Yi-Chia
    劉慶森
    Liu, Ching-Sen
    關鍵詞: 大型醫療院所
    Kano二維品質模型
    重要度-滿意度分析
    服務品質
    Large medical institution
    Kano’s two-dimensional model
    Importance-Satisfaction analysis
    service quality
    日期: 2019
    上傳時間: 2020-03-02 11:06:49 (UTC+8)
    摘要: 醫療環境的競爭下，全國各大醫療院甚至診所皆關注於如何提高醫療服務品質與醫病關係的滿意度，以達到永續經營之目標。醫療服務品質為一種抽象的概念，無法誠如實體產品，得以快速判斷是良品或不良品，其依據顧客本身認知進行對醫療服務品質之各層面的滿意度進行解讀，因此每一位前往醫療院所就診的病患對於醫療的服務品質皆有不同的感受。
    本研究採用問卷構面參考Donabedian (1988)提出醫療結構、醫療過程、醫療結果之三個構面進行醫療服務品質之衡量，其題目內容皆參考台灣醫療照護品質指標系統的醫療服務品質量表，作為本研究之問卷調查內容。本研究採用Kano二維品質模型，進行設計醫療服務品質Kano二維品質問卷，將前往就醫的病患對於醫療服務品質的認知進行品質要素的歸納；進一步運用重要性-滿意度的分析方法探討前往就醫的病患對服務品質的重要性與滿意度兩者間關係。
    本研究以前往A醫療院所作為研究母體，採用便利抽樣，有效回收樣本198份，有效回收率94.29%。本研究分析結果，茲說明如下：
    一、 在Kano二維品質模型歸納醫療服務品質要素中，除在服務態度構面之「清潔人員的服務態度」、「領藥區舒適度」題項屬於「無差異品質」，其他28項的品質要素則屬於「必要品質」。
    二、 根據分析結果顯示，性別、就醫頻率及等候時間部分不會影響醫療服務品質的要素分類。年齡層會影響醫療服務品質的要素分類。
    三、 根據研究結果顯示，性別與「7醫護人員在治療過程中尊重隱私」、「11看診或檢驗(查)的等候時間」具有顯著性差異。
    醫療院所的管理者透過重要性－滿意度的結果，進行醫療服務品質的改進/優化之優先順序擬定策略，以利於提升病患對於服務品質的滿意度，且亦可成為A醫療院所競爭之優勢。
    Under the medical environment competition, the medical service institutes and clinics concerned about how to improve their health care quality and raise the satisfaction from patients to achieve the goal of sustainable management. However, medical service quality is an abstract concept. It cannot be quickly judged as a good or defective product like a product. People tend to judge the service quality based on their subjective consciousness. Therefore, there are different perspectives on medical service quality.
    This study used Donabedian (1988) to propose three dimensions of medical structure, medical procedures, and medical outcomes to measure the quality of medical services. The topics are all based on the quality of service of the Taiwan Medical Care Quality Indicator System. This study uses the Kano two-dimensional quality model to design the quality of medical service. It categorized the quality attributes according to patients’ awareness of of the quality of medical service. Futher, this study use importance –satisfaction analysis method to explore the relationship between the importance and satisfaction of the patients who go to the hospital for service quality.
    The sample of this study were form people who live in Taichung area and go to A medical institution, while effective response 94.29%, the effective sample size was 198. The results of this study found：
    1. In the Kano two-dimensional quality model to summarize the quality of medical service, except for the "service attitude of the cleaning staff" and the "comfort in the drug-receiving area" items in the service attitude facet, the "no difference quality", the other 28 quality factors It is a "necessary quality."
    2. According to the result of the analysis, the gender, medical frequency and waiting time will not affect the classification of the quality of medical services. The age group will affect the classification of the quality of medical services.
    3. According to the results of the study, there is a significant difference between gender and “medical staff respecting privacy during treatment” and “waiting time for inspection or inspection (check)”.
    Through the result of importance-satisfaction, the manager of the medical institution formulates the strategies (e.g. Educational training on communication skills in medical and illness relations, sharing decision of medical relationship, auxiliary tools such as movies or models) of prioritizing the improvement/optimization of medical service quality. It is not only to raise the satisfaction from public, but also become A medical institution competitive advantages.
    參考文獻: 中文文獻
    林均澤(2013)，利用Kano二維品質模型探討民眾對於醫療服務品質之重視程度與滿意度分析，碩士論文，國立中山大學醫務管理碩士學位學程，高雄。
    林芷薐、程建銘、馬志豪(2011)，以Kano二維模型探討醫療服無品質與住院病患滿意度之研究：以中部某區域型醫院為例，修平學報，23，103-132。
    狩野紀昭、瀨樂信彥、高橋文夫、辻新一(1984)。有魅力的品質與應該有的品質。品質管制月刊，2，39-48。
    陳宇德（2008），透過民眾觀點改善醫療服務品質的探討，品質月刊，44(5) ，20-22。
    曾倫崇(2002)，提升醫療服務品質的新思維，品質管制月刊，32(12)，34-35。
    湯玲郎、鄭博仁（2001），以KANO的二維品質模型，探討醫療服務品質特性，工業工程學刊，18(2)，71-80。
    楊錦洲(2009)。服務品質：從學理到應用，華泰文化。

    英文文獻
    Gronroos, C. (1990). Service Management and Marketing-Managing the Moments of Truth in Service Competition . U.S.:Lexington Books.
    Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2006) Multivariate Data Analysis. Vol. 6, Pearson Prentice Hall, Upper Saddle River.
    Parasuraman, A., V. A. Zeithaml, and Leaonard L.Berry. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49, 41-50.
    Schvaneveldt, Shane J. Takao Enkawa and Masami Miyakawa, (1991) “Consumer Evaluation Perspectives of Service Quality : Evaluation Factors and Two-Way Model of Quality, Total Quality Management, Vo1.2, 149-161,.
    Yang, C. C. (2005). The Refined Kano’s Model and Its Applications. Total Quality Management, 16(10): 1127-1137.
    描述: 碩士
    國立政治大學
    經營管理碩士學程(EMBA)
    106932162
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0106932162
    資料類型: thesis
    DOI: 10.6814/NCCU202000176
    顯示於類別:[經營管理碩士學程EMBA] 學位論文

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