服务品质衡量模式之建构－以医疗品质为例.pdfVIP

服务品质衡量模式之建构－以医疗品质为例 Construct the Service Quality Evaluation Model Taking Medical Service Quality as Example 卢昆宏 邱妙惠 Kuen Horng Lu Chiou Miao Hui 高雄应用科技大学工业工程与管理系 高雄应用科技大学企业管理系 摘 要 自 1985 年，Parasurman A., et al 等三位学者提出服务品质缺口模式之后，不少学者对于各 服务业之服务品质评估时，皆是透过该缺口模式。然而，PZB 模式仅就五个缺口进行 t-检定 的差异分析而已。因此，本文拟建构一服务品质衡量流程模式，于该模式中，包含了一服务 品质衡量损失函数，透过该损失函数可以清楚地量化整体企业之服务品质。 随着生活环境的变化、人口结构改变、经济成长、教育普及、科技之进步加上国民医疗 需求不断的增加、社会与法律等各方面多重的压力，使得医院医疗工作人员，第三者付费组 织乃至及医疗评估等问题。因此，本文将所建构之服务品质衡量模式应用于医医疗品质之衡 量，即分别掌握就医流程，归纳出服务品质需求之望大、望目、望小因素，分别计算本文所 建构之服务品质衡量损失函数值，俾可比较病人从就诊到出院整个过程因服务态度、问诊、 专业知识及医院设备等之损失函数值，最后以高雄某两医院为例来阐述该服务品质衡量模 式，且清楚地量化该两医院之损失函数值，并进行服务品质之比较。 关键词：医疗服务品质、品质需求、服务品质衡量模式、品质衡量损失函数。 Abstract Since 1985, Parasurman A., et al three scholars proposed the service quality gap model, lots of scholars evaluated the service quality of the various service sectors through that gap model. However, the PZB model conducted the difference analysis of t-test on five gaps only. Consequently, this paper intends to construct an evaluation process model on service quality. This model includes the loss function of service quality evaluation that can clearly quantify the overall service quality of enterprise. Along with the change of living environment, demographic structure, economic growth, education popularization and technology advancement, besides demands of continuous increase from citizen medical care as well as multi-pressure from social and legal aspects. The medical personnel in hospital, paid organization owned by third party (i.e. insurance company) and even the general public are gradually concerning the medical service quality and evaluation in hospitals. Hence, the service quality evaluation model w