博碩士論文 etd-0130108-020000 詳細資訊


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姓名 吳秀蘭(Hsiu-Lan Wu) 電子郵件信箱 E-mail 資料不公開
畢業系所 企業管理學系研究所(Business Management)
畢業學位 博士(Ph.D.) 畢業時期 96學年第1學期
論文名稱(中) 服務品質、知覺價值、滿意度與行為意圖之整合分析:以門診服務為例
論文名稱(英) An Integrative Analysis of Service Quality, Perceived Value,
Satisfaction and Behavioral Intentions: The Empirical Study of Outpatient Services
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    摘要(中) 因應醫療服務競爭越趨激烈,醫療實務界與研究者更有興趣了解病患如何認知其醫療服務品質與價值,進而形成滿意度與行為意圖。門診服務提供了病患與醫療提供者初次接觸的場所,且其約佔台灣健保支出的三分之二。因此,實有其重要性去了解門診病患對其服務的感受。根據行銷文獻中,將知覺價值視為服務品質的結果與滿意度及行為意圖的前因角色,本研究以實証分析以顧客導向為主的整合研究模型,其包含服務品質、知覺價值、滿意度與行為意圖間的關係。首先,以焦點團體討論探索醫療門診服務品質的因素有四:(1) 病患與醫護人員間的互動,(2) 醫護人員的確實性,(3) 服務的及時性與 (4) 有形性。之後以線性方程模型檢視醫療門診服務品質、知覺價值、病患滿意度與行為意圖間的假設關係,主要研究結果歸納如下:(1) 知覺價值對行為意圖的直接影響甚於滿意度與服務品質對行為意圖的直接效果,(2) 服務品質對行為意圖同時兼具直接效果與間接效果(經由知覺價值與滿意度),與 (3) 服務品質與知覺價值都是滿意度的前因,且服務品質是滿意度最重要的決定因素。最後,本論文根據研究結果加以討論並提供未來研究建議。
    摘要(英) As health care services get more competitive, the health care practitioners and academic researchers are increasingly interested in exploring how patients perceive their care quality and value, form their satisfaction levels and generate their behavioral intentions. Outpatient services provide an alternate setting for patients to have initial contact with health care providers. Besides, two-thirds of Taiwan’s total NHI expenditure is spent on outpatient services. Thus, it is of great significance to note outpatients’ perceptions of health care services. Drawing from marketing literature, perceived value can be viewed as the consequence of service quality and as the antecedent role of satisfaction and behavioral intentions. This study conducted empirical test an integrative model of customers’ perceptions of outpatient services based on the established relationships among four key constructs (service quality, perceived value, satisfaction and behavioral intentions). First, this study conducted focus group discussion to identify the factors of quality of outpatient services as follows: (1) the personal interaction between medical staff and patients, (2) the assurance from medical staff, (3) the speed of timely access to a service, and (4) tangible aspect. Later, structural equation model was used to examine the research model which addresses the hypothesized relationships among the four constructs of interest in the health care industry. The main findings are summarized as follows: (1) perceive value had a greater direct influence on behavioral intentions than did service quality and patient satisfaction; (2) service quality had both an indirect effect (through perceived value and satisfaction) and a direct influence on behavioral intentions; and (3) both service quality and value are antecedents of patient satisfaction; the most important determinant of patient satisfaction is quality of health care. Finally, this dissertation ends with a discussion of the results and implications for the managerial practices, followed by suggestions for future research.
    關鍵字(中)
  • 服務品質
  • 病患滿意度
  • 知覺價值
  • 行為意圖
  • 關鍵字(英)
  • Behavioral Intentions
  • Perceived Value
  • Service Quality
  • Patient Satisfaction
  • 論文目次 ACKNOWLEDGMENT …………………………………….…………….……… i
    ABSTRACT …………………………………….………………………….…….. ii
    TABLE OF CONTENTS …………………………………….…………….…….. iv
    LIST OF TABLES …………………………………….…………………….…….vii
    LIST OF FIGURES …………………………………….…………………….……viii
    CHAPTER 1 INTRODUCTION …………………………………….……….…... 1
    1.1 Research Purpose …………………………………….…………………….…. 1
    1.2 Background …………………………………….………………………..….… 3
    1.3 Research Questions …………………………………….……………………... 4
    1.4 Organization of the Dissertation …………………………………….………... 5
    CHAPTER 2 LITERATURE REVIEW …………………………………….…….. 7
    2.1 Service Quality …………………………………….………………………….. 7
    2.1.1 Service Quality of Health Care …………………………………….………10
    2.1.2 Applications of SERVQUAL in Health Care Research ………………….. 12
    2.2 Perceived Value …………………………………….…………………………. 14
    2.3 Satisfaction …………………………………….………………………..…..... 16
    2.3.1 Patient Satisfaction …………………………………….……………..….. 18
    2.3.2 Measurement pf Satisfaction …………………………………………..…. 18
    2.4 Behavioral Intentions …………………………………….………………….... 19
    2.5 Taiwan Health Care System …………………………………….…………….. 20
    2.6 Hypotheses Development …………………………………….……………..… 22
    2.6.1 Relationship between Service Quality and Satisfaction ………………..…. 25
    2.6.2 Relationship between Service Quality and Perceived Value ……………... 27
    2.6.3 Relationship between Perceived Value and Satisfaction ………………….. 28
    2.6.4 Antecedents of Behavioral Intentions …………………..…………..…….. 30
    CHAPTER 3 RESEARCH DESIGN …………………..……..….…………..……. 33
    3.1 Research Framework …………………..….….………………………………... 33
    3.2 Focus Group Discussion …………………..….….…………………………..... 37
     3.2.1 Study Design …………………..….….…………………………………… 38
     3.2.2 Content Analysis Results …………………..….….…………..…………... 39
     3.2.3 Conclusions …………………..….….…………………………..………… 42
    3.3 Questionnaire Design …………………..….….……………………..………... 47
    3.4 Data Collection …………………..….….……………………………....…….. 52
    3.5 Data Analysis …………………..….….………………………………..……... 53
    CHAPTER 4 ANALYSIS RESULTS …………………..….….……………..…… 55
    4.1 Factor Analysis of Service Quality …………………..….….……………..….. 56
    4.2 Measurement Model …………………..….….……………………………...... 60
    4.2.1 Measurement Model of Service Quality …………………..….….…….... 60
    4.2.2 Overall Measurement Model …………………..….….……………..…… 67
    4.3 Structural Model …………………..….….………………………………..….. 71
     4.3.1 Hypotheses Testing …………………..….….…………………………..... 75
    4.3.2 Total and Indirect Effects …………………..….….…………………….... 79
    4.3.3 Alternative Model for Comparison …………………..….….……………. 80
    CHAPTER 5 DISCUSSION AND IMPLICATIONS …………………..……..… 83
    5.1 Discussion …………………………..….……….………………………….… 83
    5.2 Implications …………………..….….………………………………………... 86
    5.3 Future Research …………………..….….…………………………………... 89
    REFERENCES …………………..….….……………………………………….. 93
    APPENDIX Questionnaire …………………..….….…………………………... 104
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    口試委員
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  • 劉常勇 - 指導教授
  • 梁慧玫 - 指導教授
  • 口試日期 2008-01-22 繳交日期 2008-01-30

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