Using the PEM Method to Determine Service Quality
Improvement Strategies of Medical Industry

Shun-Hsing Chen; An-Chi Liu; Fei-Yun Chen

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International Journal of Managerial Studies and Research

Volume 2, Issue 11, 2014, Page No: 41-46

Using the PEM Method to Determine Service Quality Improvement Strategies of Medical Industry

Shun-Hsing Chen ¹, An-Chi Liu ², Fei-Yun Chen ²

1. Department of Business Administration, Yu Da University of Science and Technology, Taiwan, R.O.C
2. Department of Marketing & Logistics Management, Yu-Da University of Science and Technology, Taiwan, R.O.C

Citation : Shun-Hsing Chen, An-Chi Liu, Fei-Yun Chen, Using the PEM Method to Determine Service Quality Improvement Strategies of Medical Industry International Journal of Managerial Studies and Research 2014 , 2(11) : 41-46

Abstract

This study is in order to understand the customers' satisfaction of medical industry. Firstly use performance evaluation matrix (PEM) to confirm the service items needing improvement. This study applied questionnaire to discuss the medical service quality of seven hospitals in Taiwan. Data were analyzed through PEM to sort out eight items needed to be improved. Therefore, the result provide for the service quality improvement and to enhance the hospital standard process to meet the customers' needs. This serves as a guideline for hospitals to improve service quality

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