Systematic Approach for Improving Medical Service Quality, International Journal of Economics

Abstract

Abstract:The purpose of this research is to discuss the characteristics of medical services quality in the hospital institutions. This study discusses the characteristics of medical services quality in the hospital institutions, combining the analysis of services quality deficiency and investigation then figuring out the method of improvements to focus on service deficiency. This research applied three kinds of technologies: The service quality questionnaire surveys, the gap model analysis and the quality function deployment (QFD). The result of investigating service quality shows three major key elements for im-provement: the hospital interior administration information efficiency and the personnel manner look after the service and the result and the hospital exterior communication. In the improvement plan, the customer opinion survey form provide and the recycling improvement, doctor specialty discussing, medical care personnel's soft training, the hospital bed specified number of personnel ratio are the most important item to be improved. In action plan, four most important departments are human resources room, laborer safety clinic, information room and quality control center.

Using fuzzy gap analysis to measure service quality of medical tourism in Taiwan

“…According to these conditions, customers reduce medical service scores and trust is lost. Yang and Huang (2013) confirm that diagnosis and discussing symptoms are key service quality items for doctors. Shieh et al, (2010) indicate that the critical success factor for medical service quality is that doctors explain treatment and results in detail.…”

“…Quintela et al, (2011) showed that individual concerns and immediate services provided to customers are important service qualities. Yang and Huang (2013) indicated that symptom diagnosis and professional explanation and discussion with doctors are important service quality items. Shieh et al, (2010) indicated that detailed medication processes and results from doctors are critical success factors for medical service quality.…”