Key Success Factors for Medical Service Quality of Early Treatment and Rehabilitation for Children in Taiwan

Chieh-Yu Lin, Fu-Chiang Shih, Ming-Tao Chou and Yi-Hui Ho
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Chieh-Yu Lin: Department of International Business, Chang Jung Christian University, Tainan 71101, Taiwan
Fu-Chiang Shih: Business and Operations Management, Chang Jung Christian University, Tainan 71101, Taiwan
Ming-Tao Chou: Department of Aviation and Maritime Transportation Management, Chang Jung Christian University, Tainan 71101, Taiwan
Yi-Hui Ho: Department of International Business, Chang Jung Christian University, Tainan 71101, Taiwan

Sustainability, 2021, vol. 13, issue 24, 1-13

Abstract: Early treatment and rehabilitation medical service is one of the important items in rehabilitation medicine. The service quality is critical for developing organizational sustainability. Therefore, the key success factors for the quality of such services are worthy of study. The main focus of this study is to explore the key success factors of the quality of early treatment and rehabilitation medical service in Taiwan. This study adopted an expert questionnaire for professional therapists related to rehabilitation care in Taiwan, and developed a total of 5 evaluation dimensions and 17 key success factors according to the concept of SERVQUAL. The analytic hierarchy process (AHP) method was used to analyze the expert questionnaires. The research results show that reliability is the most important dimension to construct quality early treatment and rehabilitation medical services. The seven key success factors affecting the quality of early treatment and rehabilitation medical services are in the order of “Professional treatment meets the needs of the case”, “Therapists have professional knowledge and skills”, “Professionalism gives parents and the case confidence”, “Professional advice can be understood by parents”, “The treatment equipment is consistent with the treatment provided by the therapists”, “Provide professional treatment in a timely and appropriate manner”, and “Therapists are enthusiastic and professional in handling case problems”. The practical implications of the research findings are also discussed in the study.

Keywords: early treatment and rehabilitation; service quality; key success factors (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
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