探討長期照護機構內、外部服務品質對於員工與住民 滿意度與忠誠度之影響

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標題:	探討長期照護機構內、外部服務品質對於員工與住民滿意度與忠誠度之影響 Explore the long-term care institutions internal service quality and external service qualityAffected employees and residents satisfaction and loyalty
作者:	溫忠皓
貢獻者:	醫務管理系趙海倫潘大永
關鍵字:	忠誠度滿意度內部服務品質服務品質長期照護 internal service quality service quality long-term care satisfaction loyalty
日期:	2014
上傳時間:	2015-10-26 20:28:13 (UTC+8)
摘要:	目的：本研究目的在於探討長期照護機構員工及住民個人屬性變項(性別、年齡等)與滿意度之關係，分析機構所提供內、外部服務品質與員工及住民滿意度、忠誠度之關係，協助長期照護機構瞭解內部顧客(員工)、外部顧客(住民)對於長照機構提供之服務品質認知的差異性，進而協助找尋該差異性對滿意度、忠誠度之影響，作為長照機構擬定競爭策略時的參考依據。方法：研究問卷發放期間為2013年6月至2013年10月，發放區域為南部地區評鑑合格之長期照護機構共23家，發放對象為長期照護機構員工及住民，員工有效問卷185份，有效回收率為67%；住民有效問卷172份、有效回收率59%。結果：員工性別以女性為主，共174名（94.1%）、年齡以31~40歲為主，共72名（38.9%）、教育程度以大學（專）為主，共84名（45.4%）、職業以護理人員為主，共91名（49.2%）、工作年資以7年以上為主，共79名（42.7%）、工作薪資以2~4萬為主，共113名（61.2%），在比較年齡後發現，當年齡越高則滿意度越高；在比較教育程度後發現，教育程度越高則滿意度越低；在比較職業程度後發現，護理人員滿意度較低；在比較工作年資後發現，工作年資越高則滿意度越高；在比較工作薪資後發現，工作薪資越高則滿意度越。住民性別以女性為主，共90名（52.3%）、年齡以65~74歲為主，共124名（72.1%）、教育程度以高中（職）為主，共56名（32.6%）、入住時間以3年以上為主，共70名（40.7%）、入住等候時間以1個月以下為主，共109名（63.4%）、照護費用負擔以子女負擔為主，共113名（65.7%）、負擔者月均收以3萬~6萬為主，共79名（45.9%）、行動方便程度以不方便或非常不方便為主，共104名（60.4%）、巴氏量表分數以61~90分為主，共70名（40.7%），在比較教育程度後發現，當教育程度越高則滿意度越低；在比較入住時間後發現，入住時間1~3年滿意度較高；在比較等候時間後發現，當等候時間越長則滿意度越高；在比較行動方便程度後發現，行動方便程度越高則滿意度越高；在比較巴氏量表分數後發現，巴氏量表分數越高則滿意度越高。內部服務品質、員工滿意度與員工忠誠度均有正向之影響；外部服務品質、住民滿意度與住民忠誠度均有正向之影響。結論：一、在員工部份建議機構透過重新調配人力資源，提供工作保障及適宜獎勵制度，幫助員工緩解工作壓力；二、在住民部份建議機構透過在職訓練加強輔導員工對於住民的態度，主動了解住民需求，讓住民能感受到員工的關懷，能夠更安心接受照護。三、在政府部份建議透過長期照護保險的實施，提供國民適?的長期照護，並檢討現行評鑑制度，保障服務品質。 Purpose:The purpose of this study is to investigate Long-term care employees and residents impact of personal attributes variables on satisfaction, analysis Long-term care provides to employees (residents) of the internal service quality and external service quality impact on satisfaction, loyalty, help organizations understand the internal customers (employees) and external customers (residents) to provide service quality cognitive differences from the organization.Finally, analysis of the impact of the differences in satisfaction, loyalty, intended to provide long-term care reference when competitive strategies.Method:During the study questionnaires distributed from June 2013 to October 2013, located in the southern region of twenty-three long-term care institutions for accreditation , distributed object for employees and residents in long term care facilities, employees has 185 valid questionnaires, the effective rate was 67%; residents has 172 valid questionnaires, the effective rate of 59%.Results: Staff gender-based female sex, a total of 174 (94.1%); 31 to 40 years of age-based, a total of 72 (38.9%); education university (tertiary) based, a total of 84 (45.4%); career in nursing-based, a total of 91 (49.2%); working seniority with more than 7 years based, a total of 79 (42.7%); work salaries to 20,000 to 40,000 mainly, total of 113 (61.2%). After comparing age found, when the age of high has high satisfaction; after comparing educational attainment found, when the educational attainment of high has low satisfaction; after comparing occupational found, nurse has low satisfaction; after comparing the years of work found, when the years of work was high has high satisfaction; after comparing the work salaries found, when the work salaries was high has high satisfaction. Residents female gender-based, a total of 90 (52.3%), 65 to 74 years of age-based, a total of 124 (72.1%), education high school (vocational) based,a total of 56 (32.6%), check-in time is more than 3 years based, a total of 70 (40.7%), check the waiting time for a month or less based, a total of 109 (63.4%), the burden of child care costs burden to the main, a total of 113 (65.7%), the burden of the average monthly income by 30,000 to 60,000 in the main,a total of 79 (45.9%), ease of operation is not convenient or very convenient to the main a total of 104 (60.4%), ADL scores 61 to 90 points-based, a total of 70 (40.7%). After comparing educational attainment found, when the educational attainment of high has low satisfaction; after comparing check-in time found, check-in time from 1 to 3 years has high satisfaction; after comparing the waiting time found, when the waiting time was long has high satisfaction; after comparing ease of operation found, the higher the level of action to facilitate has high satisfaction; after comparing ADL score found, When ADL score was high has high satisfaction.External service quality, resident satisfaction and loyalty residents have positive influence.Conclusion: Is divided into three parts, in the part of employees, recommends organizations through redeployment of human resources, provide job security and appropriate reward system, help employees relieve work pressure; in the part of residents, recommendations to strengthen the counseling agency employee attitudes through in-service training for residents, initiative to understand the needs of residents, let residents can feel the care staff, access to care can be more at ease; in the part of government, recommend long-term care insurance through the implementation of provide citizens with appropriate cut the long-term care, and to review the existing evaluation system, guarantee service quality.
關聯:	網際網路公開：2019-02-24，學年度：102，460頁
顯示於類別:	[醫務管理系(所)] 博碩士論文

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