English  |  正體中文  |  简体中文  |  Items with full text/Total items : 16926/19260 (88%)
Visitors : 7610688      Online Users : 185
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://ir.cnu.edu.tw/handle/310902800/25854


    標題: The Study of Service Gaps in The Hospital
    作者: Shih-Wang Wu
    Hsien-Jui Chung
    貢獻者: 醫務管理系
    關鍵字: service quality
    patient's satisfaction
    service gap
    expectation
    experience
    日期: 2010/03/26
    上傳時間: 2012-10-24 11:31:37 (UTC+8)
    摘要: The main purpose of this research is to probe into the gap between physicians and their patients.
    The physicians are major service provider and the patients are their customers. As we know that customers always want more and they are always dissatisfied. The study want to know the gap in
    the hospital, thus administrators can do something to improve service quality and make customers more satisfied. One kind of the objects is doctor, and another is IPD patient in a medical center in Taiwan. The result of study shows that patients are almost unsatisfied because the major opinions are negative between patients’ expectation and experiences actually. And then we adopt comparative analysis of the service attention degree of the doctors and their patients, we can know why the patient's real feeling and expectation to be mostly negative. In 11 items, there are four items significant of eight negative items. The hospital administrators and doctors should take serious and contact with their customers frequently in order to catch what is the key point that customers really want.
    Appears in Collections:[醫務管理系(所)] 會議論文

    Files in This Item:

    File Description SizeFormat
    99_327_pro_ab.pdf297KbAdobe PDF317View/Open
    index.html0KbHTML509View/Open


    All items in CNU IR are protected by copyright, with all rights reserved.


    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback