銀髮族醫療就診行為之研究 －以臺中榮民總醫院為例

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Title:	銀髮族醫療就診行為之研究－以臺中榮民總醫院為例
Other Titles:	The Study of Behavior of Seniors for Medical Care Seeking－Taichung Veterans General Hospital As an Example
Authors:	羅孟岐 Lo, Meng-Qi
Contributors:	謝俊宏;王本正 Hsieh, Chun-Hung;Wang , Ben-Jeng 企業管理學系碩士班
Keywords:	服務品質;病患滿意度;醫療口碑;再診意願 Service quality;Patient satisfaction;Medical word of mouth;Willingness of back
Date:	2015
Issue Date:	2015-12-17T06:17:39Z (UTC)
Abstract:	近年來醫療市場的競爭日趨激烈與消費者自我意識覺醒，且注重醫院的服務品質與病患滿意度，如今民眾就醫選擇性增加，導致病患對於服務品質較滿意的醫院常常客滿病患。銀髮族因慢性病因素必須頻繁往返醫院，而醫療口碑在此群體中已經自然形成。過去研究已實證醫療服務品質與醫療口碑皆會對病患選擇醫院就診產生影響。因此，本研究主要探討銀髮族就診意圖與服務品質因素是否會對病患滿意度及再診意願產生影響。依此目的，本研究以問卷調查方式以中部地區醫院的病患為對象進行調查分析，共發放200份問卷，回收192份有效樣本。問卷內容包含了就診意圖、服務品質、病患滿意度、再診意願與基本資料。分析方式包括依照病患個人背景不同，對研究模式中各構面的差異性分析，再以迴歸分析探討研究架構各構面間的關係。分析之後可知服務品質對病患滿意度有正向顯著影響；病患滿意度對再診意願有正向顯著影響；就不同教育程度及年齡層而言，銀髮族對於醫療口碑與從眾行為的構面上有正向顯著影響；在服務品質中的結構面上，教育程度落於大學專科與介於65至70歲的受訪者有正面顯著影響。依照研究得知的結果，瞭解需要改善的方向，並提供相關規劃的建議，以供日後參考。關鍵字：醫療口碑、病患滿意度、服務品質、再診意願 In recent years, the medical market is competitive with relative to consumer's self-awareness, patient satisfaction, and the service quality of hospital. Though people have more choices, the hospital with well-known service quality would attract crowded clients usually. Senior citizens with chronic illness factor must frequently follow-up, the public praised hospital would be more attractive in this group. Previous research has confirmed that service quality and good reputation can make influence to hospital selection..Therefore, this research focused on whether senior citizens medical care seeking intention and service quality have impacted on patient satisfaction and willingness of revisiting. This research has conducted a survey sampling on the patients of hospital in Taichung area. There are total 200 questionnaires issued, received 192 effective. The content of the questionnaire includes medical care seeking intention, service quality, patient satisfaction, willingness of revisiting and basic personal information. We performed variation analysis on each dimension of the study model according to the different backgrounds of the patients and then investigated the relationship among the variables of this study by regression analysis. After analysis, we found that the service quality and patient satisfaction has positive effect and so the patient satisfaction on willingness of revisiting. On different levels of education and age, the Senior citizens have a significantly positive impact by the public praised and conformity when making choice. On the structure of the surface in service quality, it has significant positive impact on college graduated and the age between 65-70 of the respondents. Based on the results of analysis, we concluded the dimension of the improvements urgently required and have proposed investment suggestions for reference.Keywords : Public praised、Patient satisfaction、Service quality、Willingness of revisiting
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