服務品質對再接受服務意願之影響──以新冠疫情下之醫護人員為例

The Effect of Service Quality on the Revisiting Willingness - A Case Study of Health Care Workers Under the COVID-19 Epidemic

新冠肺炎疫情造成護理人力匱乏，但民眾對護理人員的服務品質仍然有一定的期待，且醫療院所也希望能夠提高病患的知覺價值與病患再接受服務的意願來維持營收與經營。本研究旨在探討醫院醫療照護的服務品質、病患的知覺價值對病患再接受服務的意願影響，在新冠肺炎疫情期間收集453份有效樣本，並利用描述性統計、差異分析與相關分析進行統計分析。分析結果顯示（一）服務品質對知覺價值有顯著正向影響；（二）服務品質對再接受服務意願有顯著正向影響；（三）知覺價值對再接受服務意願有顯著正向影響；（四）不同年齡病患對於服務品質、知覺價值與再接受服務的意願有顯著的差異。研究結果發現民眾若能感受到醫院及護理人員的專業，其再接受服務意願也會提升。民眾對於醫護人員的服務品質給予中上的認同度，可見民眾對醫護人員的辛勞展現極大的體諒與包容。但是，民眾對護理人員的期望值也很高的，期望事情在未發生前能先處理或發生時能夠即刻給予所需。但由於醫療照護常有人力不足或是需求上的耽誤，需要護理人員與民眾彼此體諒才能讓護病關係有更多的鼓勵與更好的成長。

The COVID-19 epidemic has caused a supply shortage in nursing labor force. However, the public did not expect less service quality from nurse. In addition, medical institutions hope they could increase patients’ perceived value and their willingness to hospital revisits for generating greater revenue and maintain operations. The purpose of the study was to examine the impact of the service quality at the hospital on patients' perceived value and their revisit willingness under the period of COVID-19 epidemic. A total of 453 valid samples were collected. Statistical analysis was performed including descriptive statistics, analysis of variance, and correlation analysis. The study found that (a) service quality had a significant positive effect on perceived value; (b) service quality had a significant positive effect on willingness of hospital revisits; (c) perceived value had a significant positive effect on willingness of hospital revisits; (d) there were significant differences among ages in terms of service quality, perceived value, and willingness of hospital revisits. The results indicated that if people feel that hospitals and nursing staff were professional, they would be more willing to revisit the hospitals. The public gives high level of recognition to health care work forces showed a good understanding and tolerance for them. However, people had high expectations of caregiving, such as things to be solved before happening, or prompt services. In conclude, health care is often understaffed or delayed by demand, therefore, it takes mutual understanding between caregivers and the public to encourage and grow the patient-care relationship.