The Impact of Service Design and Process Management on Service Quality and Patient Satisfaction: An Empirical Study in Taiwan Hospitals

  • 嚴 旼穎

Student thesis: Master's Thesis


Designing an efficient system is very crucial in hospital’s process management because hospital is a complicated and professional environment where the daily number of medical cases needed to be handled is very high The implementation of a patient-centered service design and process management can reduce process variations/errors and thus enhance the quality of care and the patient satisfaction The purpose of this research is to explore whether hospitals’ focus on service design and process management is associated with better clinical quality and positive experiential quality Following Gr?nroos’s perspectives on service quality which consists of technical and functional dimensions the Parasuraman’s SERVQUAL model was adopted and modified to measure the service quality in healthcare delivering process By conducting the questionnaire survey in four Taiwan hospitals we found that there is a strong relationship between service quality and patient satisfaction By identifying critical elements in hospital management this research findings may serve as a valuable reference for achieving better patient satisfaction through implementing an efficient process management Hopefully the process management in hospitals can be streamlined based on patients’ needs
Date of Award2018 Feb 5
Original languageEnglish
SupervisorJeh-Nan Pan (Supervisor)

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