标题:
医疗业服务质量的影响因素Influencing Factors of Medical Industry in Service Quality
作者:
王天津, 柯琼惠, 郭淑惠
关键字:
服务质量, 决策实验室法, 德菲法Service Quality, DEMATEL, Delphi Technique
期刊名称:
《Service Science and Management》, Vol.3 No.4B, 2014-08-25
摘要:
在全民健保实施后，让台湾的医疗产业进入高竞争的时代。因此，医疗机构开始采用将顾客关系观念导入管理概念中，以提升对于民众的医疗服务水平与质量。在文中将利用决策实验室法结合医疗服务质量衡量模式来找出影响医疗业之重要关键因素，其结果显示医师的专业经验及病患之病情改善对于医疗体系是最重要的。
After the implementation of the
National Health Insurance, Taiwan’s medical industries had entered a new era of
high competition. Therefore, the medical organizations started to use and introduce
the idea of customer relationship into their management concepts to improve the
standard and the quality of their medical services to the public. In this
study, it combined the Decision Making Trial and Evaluation Laboratory
(DEMATEL) with the measurement model of Medical Service Quality to find out the
key factors to influence the medical industry, and the results showed that physicians’
professional experience and patients’ clinical improvement are the most
important ones.