應用模糊理論於醫院門診服務品質滿意度評比

The Application of Fuzzy Theory in Service Quality Assessment for Hospital Treatment

本研究旨在先以因素分析建立醫院門診服務品質構面，再應用模糊理論針對高雄市四家區域型醫院建立醫院服務品質權重及評估模式，依此權重求得四家醫院門診服務滿意度績效值並予以排序。本研究第一階段於2011年發出問卷200份，有效問卷回收率為93.5%，經由因素分析後，萃取四個構面：醫院安全性，醫療服務態度與專業，整體環境，行政服務措施。第二階段於2011年發出問卷200份，有效問卷回收率為86%，經由應用模糊理論的重心法解模糊化求得各項目滿意分數及權重，並計算四家醫院門診服務品質滿意績效值，本研究能幫助醫院為建立起一套醫院服務品質模式，來進行醫院服務品質之評估工作，以作為醫院業者強化服務內涵及增進醫院服務績效之參考。

This study is to identify the dimensions of service quality for hospital treatment withfactor analysis following the application of fuzzy theory. We attempted to discover thefactor weight and the assessment model for patients in order to rank the four major regionalhospitals in Kaohsiung City according to their consumer satisfactory. Data collectionoccurred in two stages. In the first sampling stage, 93.5% valid samples out of 200surveyed were successfully collected in 2011 year. Four dimensions including hospitalsafety, medical service attitude and specialty, medical circumstances, and administrativeservice were identified with factor analysis. In the second sampling stage, 86% validsamples out of 200 surveyed were successfully collected in the same year. The gravitymethod in fuzzy theory was applied to recognize the satisfaction degree and the weight foreach item of measurement, which in turn helped the ranking for four major regionalhospitals in Kaohsiung City according to their medical service quality. The findings couldbe used to help hospitals to improve the process of service providing, as well as to reinforcethe hospital management.