The Study of Service Gaps in The Hospital

CNU IR > College of Smart Living > Dept. of Hospital and Health (including master's program) > Proceedings > Item 310902800/25854

jsp.display-item.identifier=請使用永久網址來引用或連結此文件: https://ir.cnu.edu.tw/handle/310902800/25854

题名:	The Study of Service Gaps in The Hospital
作者:	Shih-Wang Wu Hsien-Jui Chung
贡献者:	醫務管理系
关键词:	service quality patient's satisfaction service gap expectation experience
日期:	2010/03/26
上传时间:	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.
關聯:	2010 Annual Conference of the Northeast Decision Sciences Institute，起迄日：2010/03/26~2010/03/28，地點：Washington, D.C.
显示于类别:	[Dept. of Hospital and Health (including master's program)] Proceedings

文件中的档案:

档案	描述	大小	格式	浏览次数
99_327_pro_ab.pdf		297Kb	Adobe PDF	575	检视/开启
index.html		0Kb	HTML	2328	检视/开启

在CNU IR中所有的数据项都受到原著作权保护.

TAIR相关文章

数据加载中.....