The Study of Service Gaps in The Hospital

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Title:	The Study of Service Gaps in The Hospital
Authors:	Shih-Wang Wu Hsien-Jui Chung
Contributors:	醫務管理系
Keywords:	service quality patient's satisfaction service gap expectation experience
Date:	2010/03/26
Issue Date:	2012-10-24 11:31:37 (UTC+8)
Abstract:	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.
Relation:	2010 Annual Conference of the Northeast Decision Sciences Institute，起迄日：2010/03/26~2010/03/28，地點：Washington, D.C.
Appears in Collections:	[Dept. of Hospital and Health (including master's program)] Proceedings

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