以SERVQUAL量表探討某區域醫院之住院服務品質

Using SERVQUAL to Measure the Inpatient Service Quality in a Regional Hospital

本研究目的在研究住院病人對「醫院服務品質」之期望、知覺與缺口以 及探討服務品質知覺與缺口對病人整體服務品質觀感、滿意度與忠誠度之影 響。本研究以中部某區域醫院之住院病人為對象，採隨機系統抽樣，排除死 亡、自動出院與轉診至他院之病例共300 份。回收有效問卷274 份，佔總樣本 數92.25% 。結果顯示，服務品質期望普遍高於知覺，住院病人最重視服務品 質之可靠性，而有形性的缺口則最大；除教育程度外，病人個人因素對服務 品質各構面並無顯著影響。經迴歸分析得知「有形性」的知覺對於整體觀 感、滿意度與忠誠度均有顯著影響；解釋變異量（R2 ）顯示服務品質知覺預 測病人滿意度與忠誠度的能力優於缺口。根據本研究結果顯示，醫院的硬體 設施與醫療儀器設備是台灣病人在判斷醫院服務品質最重要的依據，因此， 除提升醫療專業的技術水準外，醫院仍應致力提升醫療儀器與建築設施之更 新，因為這是顧客最容易看到、最容易判斷、也最不容易滿足之處。

The objective of this study is to identify the expectation, perception, and gap of service quality in inpatients, and to discuss their influence to overall service quality, patient satisfaction, and loyalty. This study uses random systematic sampling method to select 300 inpatient participants in a regional hospital in central Taiwan. Patients expired, AAD and referred to other hospitals are excluded. Finally 274 valid responses were received and the response rate was 92.3%. The results show that 'reliability' is the most important factor in expectation and perception, 'tangibility' has the largest gap. By regression analysis, the perception of 'tangibility' influences overall service quality, satisfaction, and loyalty significantly. The predictive power of perception is higher than those of gap. Basically, hardware equipment and medical instruments are key points that patients use to judge service quality of the hospital. Therefore, hospitals have to endeavor in improving medical instruments and renovating buildings and facility, in addition to advancing professional skills, all of which are very apparent to patients and the main facets that patients are not easily satisfied with.