The Appropriateness of application SERVQUAL model to self-pay health examination and its relationship with satisfaction.-- An example in Medical Center of Taipei
Date Issued
2005
Date
2005
Author(s)
Chung, Pei-Chen
DOI
zh-TW
Abstract
The concept of customer-center is popular in service industry, while patient-centered care is emerging in health care as well as hospital. In the self-pay medical service items, health examiners are one of those who come to the hospital holding non-negative mood. It is quite common in self-pay services that consumers have the information asymmetry and are lack the incentives of searching the lowest price. Even though there are some available information, the general qualities indicators are hard to be understood by the public. High-Tech facilities and serve quality are important to service users. Service quality has significant relationship with customers’ satisfaction. The purpose of this study is to apply SERVQUAL instrument to self-pay health examination service of health care for examining the appropriateness and explore its relationship with satisfaction of services.
The survey tool, SERVQUAL, is modified by both culture and dual-translation. In addition, the researcher applied different methods to probe the quality gap in theory structure. At first, this study considered principal components, the maximum likelihood extraction methods and the promax oblimin rotation method in the exploratory factor analysis (EFA) owing to its constraint and data limitation. Later on, it was regarded the original theory structure PZB, 1988 as the prerequisite and considered using the confirmatory factor analysis (CFA) to increase the estimation among latent variables, as well as the estimation among all the measurement variables and latent variables. According to the five results of factor analysis as independent variables, the analysis plan included controlling for the demography and exploring the relationship between service quality and satisfaction. This research is a Cross-sectional study. There are 217 effective samples with the response rate 55%. Before EFA, the instrument had good reliability of internal consistency with Cronbach's Alpha higher than 0.9, and good fitness of KMO value higher then 0.9. Results from principal components had higher factor loading than from the maximum likelihood extraction methods. In CFA, the research obtained 13 additional degrees between measurement variables and latent variables. The goodness of fit indexes that included χ 2 (186)=381.468, RMSEA =0.06, CFI =0.916 were better after multi-level of measurement with latent variables. Two separate dimensions of “assurance” and “empathy” in the original theory PZB, 1988 are combined into one factor in EFA. Some of the dimensions in service quality had no significant relationship with satisfaction. The research also found that there was higher adjusted-R2 between service quality and the satisfaction of medical workers than in service quality and the satisfaction of hospital’s additional service items. Empathy and assurance was the most important factor with satisfaction. It is essential to have longitudinal study to support the causal relationship.
Subjects
自費健康檢查
服務品質
SERVQUAL
探索性因素分析
驗證性因素分析
滿意度
Self-pay health examination
Service Quality
Exploratory Factor Analysis
Confirmatory Factor Analysis
Satisfaction
Type
thesis