A Study on the Relationship between Patients’perception , Perceived Service Quality of changes in the Organization of Hospital and Patients’Loyalty
Date Issued
2006
Date
2006
Author(s)
Lin, Jung-Hui
DOI
zh-TW
Abstract
Due to the change of time and environment and the reduction of the national defense budget, the military hospitals have to trim the organization or merge with other hospitals in order to adapt to the present policy of the national defense. Therefore, for ongoing existence, military hospitals must strive to raise the perceived satisfaction level of the patients towards organization change and service quality of hospitals to enhance loyalty. This research is a cross-section questionnaire surveying the merging of Tri-Service General Hospital (a medical center) with Keelung Armed Forces General Hospital (a community hospital). The focus is on the connection between patients’ perception of organization change and perceived service quality and the loyalty towards the hospital one year after merging, from November 1982 to October 1983. The goals aim to identify key elements affecting the loyalty of seeking medical service and provide relevant hospitals with positive strategic proposals and corresponding measures in order to stimulate and enhance the patients’ loyalty. The original sample population includes 4,428 people. Among them, 1,720 are with complete addresses. This group is the target of investigation, 38.8% of the original population; surveys were then mailed. Later, 436 questionnaires, 26.9% response rate, were received with valid rate of 100%. Through bivariate statistical analysis, the results show that the following constructs are significantly related with loyalty: “patients’ occupation,” ”having the experience of seeking medical service from other hospitals,” “the state of patients’ perception of organization change,” “the expected service quality of the patients towards the hospital after the organization change,” and “the actual perceived service quality.” Meanwhile, regarding the satisfaction level of the perceived difference between expectation and reality of the service quality, service constructs such as the “tangibility,” “reliability,” “empathy” and “integration” are also significantly related to the loyalty of seeking medical service.Further stepwise regression analysis results show that the key factors influencing the loyalty of seeking medical service include (1) people whose occupations are students, housekeepers, retired or unemployed, (2) people who believe the services of the hospital underwent organization change will be better, (3) people who are perceptionally satisfied with the tangible service quality provided, (4) people who have higher expectation towards the service quality of the reactional services of the hospital, (5) people who are satisfied with the actual perception of the guaranteed service quality of the hospital, (6) people who are satisfied with the actual perception of empathic service quality of the hospital, and (7) people who have low level of perception regarding the difference between the expected and the actual service reliability.According to the results of the research mentioned above, suggestions to the hospital include (1) reinforcing the functions of community medical services, (2) allocating resources to reinforce and increase the visibility of the main indicators perceived and prioritized by the patients, and (3) prioritize the allocation of resources according to the service items emphasized by the patients. Moreover, follow-up researches are suggested to place their emphasis on investigating other hospitals that are different from military hospitals and comparing different factors that are affecting loyalty and their similarities and differences.
Subjects
組織變革知覺
服務品質知覺
就醫忠誠度
perception of organization change
perceived service quality
loyalty
military hospitals
Type
thesis
File(s)![Thumbnail Image]()
Loading...
Name
ntu-95-P92843015-1.pdf
Size
23.31 KB
Format
Adobe PDF
Checksum
(MD5):a8387f2c2450a33fcf2716625347fd35