The Research Of The Quality Of Macau Hospital Management And The Degree Of Customer Satisfaction

Since Macau paced with the change of society status, rapid development of the economy and the rising up level of the income and education of the inhabitants. The concept of the right of the consumer also up roared, people require and expect the quality of the service of hospital become more and more.The content of the research of this essay is consisted of five chapters. The 1st chapter introduction; pointed out the motive and aim of the research; and bring up the research restriction. The 2nd chapter literate the finding, the main idea of a few scholars about the comparability of the quality of the service and the degree of their satisfaction, thus to create the three index (SERVQUAL, SERVPERF and Non-difference) as to measure the degree of satisfaction of the customers; also introduce the up-dated medical service range most useful measure module DONABEDIAN. The 3rd chapter research method is the design of path; structure and assumption. The 4th chapter is mainly data finding and analysis; as to achieve the result of the statistic. The 5th chapter is conclusion and suggestion; propose the reference and policy for the two hospitals.This research aimed to offer the medical management a method to understand the patient's satisfaction under the working situation. The essay used the SERVQUAL, SERVERF and Non-difference measure way to level the patient satisfaction about the in-hospital service quality of the St. Janeiro Hospital and the Kiang-Wu Hospital in Macau, and the addition of the DONABEDIAN "Structure-Path-Result" idea, to drill with the working possibility about the three index separately. Lastly, aim to the analysisof the satisfaction of the in-hospital patient, properly suggest to the management of the two hospitals.This essay mainly drill with measurement of the medical service and the degree of satisfaction of satisfaction of the patient, according to a few scholars' idea about the medical service and the degree of satisfaction of the patient, suggest the "The hospital service influences the satisfaction of people", this means the criticized value of the patient about the service quality of the hospital is more, the satisfaction is more. "The degree of the satisfaction of the patient can be the highest and lowest standard of the medical service quality". Promote the service quality of the hospital confidence to patient.