Different Quality Of Medical Services Under Customer Evaluation Of The Differences In Cultural Background Research

Service quality evaluation is the hot topic in the service management literature, and cross-culture service quality evaluation is no doubt with tremendous managerial implications. The thesis explores problems concerning cross-culture service quality evaluation in detail in the field of medical treatment service of China by empirical study. The thesis consists of five parts:PartⅠis the introduction, and it defines the research background, research value, purpose, as well as the basic frame of the thesis. It points out the innovation and difficulties of this thesis and illustrates the adopted methods in order to give a general description of the subject.PartⅡis general description of the medical treatment service quality and evaluation methods. It defines the concept of the medical treatment service quality and analyzes the factors which affect medical treatment service quality, as well as evaluate the advantages and disadvantages of the traditional evaluating method of medical treatment service quality. Thus, the thesis lays a solid theoretical foundation for developing medical treatment service assessment instrument in Chinese culture.PartⅢis an exhibition of the medical treatment service assessment instrument in Chinese culture. First, the author builds a original measurement items by reviewing the literatures, releasing questionnaires without clues and experience investigation. And then the author reduces the items and induces the dimensions by examining reliability and validity. Finally, the author puts forward a new medical treatment service assessment instrument in the field of medical treatment service of China.PartⅥis analytical study of the differences between evaluation indexes of medical treatment service quality in different cultures. First, it compares the new instrument with the old one and finds the differences between them. And then the author assumes the differences are raised by cultural factors. Second, the author designs the questionnaire of relativity between culture and medical treatment quality to gather data. Finally, the author validates the correlation between culture and the expectation and perception of medical service quality as well as constructs the correlation model between culture and medical treatment quality.PartⅤdeals with the conclusion which summarizes the study completely. It points out the limitations of the thesis from theoretical and empirical aspects by discussing the theoretical analysis and the result of empirical research, as well as future research.The last part is the reference and postscript.