某醫院門診病患滿意度分析

The Customer Satisfaction on the Outpatient Services of a Hospital

本研究針對一新設醫院門診顧客滿意度做調查，目的是為了解顧客對各 項服務品質滿意度以作為內部服務品質改善之依據， 進而提昇顧客忠誠度。 研究方法：以結構式問卷對等候流程、服務態度、硬體設備、醫療專業及服 務結果滿意度做調查，並以系統抽樣方式有技樣本257 筆資料進行分析。將資 料建檔，利用SPSSI0.0 版進行資料分析。研究結果：整體醫療服務滿意度為 3.83 （滿分為5 分） ，其各項醫療服務滿意度上由高到低依次為：工作人員的 服務態度、該機構所提供服務結果的滿意度、等候流程、醫院環境硬體設備 及醫療過程的滿意度。同時顯示病人特質對醫療服務滿意度有顯著差異。而 門診顧客考慮就診因素前三名為交通便利、親友介紹與醫院名氣。 依本研究結果期望能對新設醫療機構、及醫療院所對各項醫療服務品質 重視程度做參考，以提升其醫療服務品質。

The research surveys the customer satisfaction on the outpatient services of a newly established Hospital. Our main purpose is to realize the customer satisfaction levels about all kinds of services provided by the hospital. Based on those collected information, the hospital can both improve their medical service quality and enhance the customer royalty. Study method: Structural questionnaire was deigned to survey the satisfaction levels about waiting process, service attitude, facilities, medical profession, and satisfaction grading of service result, with systematic sampling method to analyze 257 effective samples. We use statistics software, SPSS 10 version, to do the data analysis. Study Result: General medical service satisfaction level is 3.83 score (5 is the perfect score), each medical service listed by the satisfaction level from high to low is the service attitude of the staff, service result satisfaction, waiting process, facilities, and treatment process satisfaction. In the mean time, it indicates that the patient's character results in significant difference in medical service satisfaction level. Being conveniently located, being introduced by relatives or friends, and fame are the first three reason that customers take into consideration for the outpatient service. We hope this study result can help the newly established hospitals and medical institutes to improve their service quality.