[[alternative]]A Study on the Relationship among Service Quality Perceptionsof the Executives and the Patients and Operational Performance

[[abstract]]全民健保之實施、醫療給付方式之更迭、民眾意識的高漲，醫院經營面臨考驗與衝擊；提昇其服務品質及效率已成為各醫院重要經營理念。本研究目的在探討醫院高階主管及病人對服務品質的知覺與經營績效之關係，運用P.Z.B（Parasuraman, Zeithaml, & Berry）模式及其所發展出的SERVQUAL量表和構面之思考模式，以橫斷式結構性問卷調查表，於89年12月01日至12月15日針對醫院主管及病患為研究對象進行調查，所發出問卷，在高階主管部分共540份，有效回收數為473份，有效回收率為87.6%。病患部分共2700份，有效回收數為2146份，有效回收率為79.5%。 研究結果為：不同屬性醫院的主管對服務品質的期望有顯著差異。不同屬性醫院的病患對服務品質的期望有顯著差異。不同屬性醫院的主管對服務品質的實際感受有顯著差異，不同屬性醫院的病患對服務品質的實際感受有顯著差異，不同屬性醫院的主管對服務品質的期望與實際感受有顯著負缺口產生，不同屬性醫院的病患對服務品質的期望與實際感受有顯著負缺口產生，不同屬性醫院的主管對服務品質的知覺與經營績效有顯著正相關、不同屬性醫院的病患對服務品質的知覺與經營績效有顯著正相關。 本研究的結果可供醫院高階主管在醫院經營管理之參考。依據研究結果，建議應對高階主管進行理念教育，以改變並塑造正確的醫療服務品質觀念，進而推展至各部門，方能增加病患的滿意度與認同感，進而吸引病患，如此方能創造高績效的醫院經團隊、使醫院立於不敗之境。[[abstract]]ABSTRACT The practice of National Health Insurance System, the changing of payment of Medical Treatment, and the self-awareness of the citizens cause the strong impact on running a hospital. How to rise the service quality and efficiency had become the key managing philosophy among hospitals. The purpose of this research is to find the relationship between the awareness of service quality and the effectiveness of management in the view of hospital managing executives and their patients. The following results are based on the Parasuraman, Zeithaml, and Berry（P.Z.B） questioner that researched during Dec 1-15, 2000 on hospital managing staff and their patients. The result shows that there is an obvious difference of expectation between different kinds of hospitals’ managing executives on service quality, and their patients. Not only hospital managing executives have obvious difference of their actual feelings, but also their hospital patients. Managing effectively is not the key to success of a hospital; the key issue lies in the service quality among different hospitals to their patients. This research result is a reference to the hospital directors in different hospitals. It is suggested that the correct concepts to managing a hospital are: 1. Educating the managing executives in the hospital about the right concept in running a hospital. 2.Changing and forming the correct concept about promoting the service quality. 3.Attracting more customers by increasing the identification from your patients