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系統識別號 U0026-0708201916053100
論文名稱(中文) 以DEMATEL及ANP分析影響消費者接受智慧健康照顧服務系統之關鍵因素
論文名稱(英文) Analysis of key factors in consumers’ adoption of intelligent health care service systems by using DEMATEL and ANP
校院名稱 成功大學
系所名稱(中) 資源工程學系
系所名稱(英) Department of Resources Engineering
學年度 107
學期 2
出版年 108
研究生(中文) 郭美菁
研究生(英文) Mei-Ching Kuo
學號 N46064206
學位類別 碩士
語文別 中文
論文頁數 123頁
口試委員 指導教授-施勵行
口試委員-陳家豪
口試委員-陳梁軒
中文關鍵字 智慧健康照顧服務系統  決策實驗室法(DEMATEL)  分析網絡程序法(ANP)  消費者接受行為 
英文關鍵字 Intelligent Health Care Service Systems  Decision Making Trial and Evaluation Laboratory(DEMATEL)  Analytic Network Process(ANP)  Consumer Acceptance Behavior 
學科別分類
中文摘要 隨著時代的進步,醫療科技也開始日新月異,已經不像以往都要到大醫院排隊排很久做一個健康檢查,因此「智慧健康照顧服務系統」會是未來很有發展潛力的無人系統,使用者透過儀器設備,測量身體指標,儲存數據上傳雲端,其數據會傳輸到醫生或服務的公司,並且可隨時透過網站或是APP查詢歷史紀錄,提供基本健康諮詢以及建議,這樣的系統雖然有發展潛力,但是顧客接納仍然存有疑慮,需要仔細的分析關鍵因素,作為未來研究發展或擴展商機的基礎,因此本研究透過DEMATEL結合ANP的方法,可以讓我們了解各關鍵因素之間的相關性以及相對重要性,且可依據此結果提供給系統開發商優先改善因素參考。
經由文獻回顧以及專家訪談的方式,找出影響消費者接受智慧健康照顧服務系統行為的關鍵因素,分為四大構面,為系統品質、資訊品質、服務品質以及知覺有用性,以及16個因素,為可靠性、回應性、易用性、可取用性、無感染可能性、擴充性、完整性、正確性、易懂性、安全性、可信任的、服務可靠性、健康諮詢、疾病預警、醫療專業建議支持、客製化。
本研究結果顯示系統品質及資訊品質是原因群,服務品質及知覺有用性被歸類到結果群中,代表被影響的程度較高,但其中知覺有用性對資訊品質及服務品質有直接影響關係,且重要度高(19.8818),代表系統開發商亦不能忽視知覺有用性的表現,仍應該針對可以改善之項目進行處理。由於服務品質對其他三項構面皆無明顯的影響關係,因此,將其刪除,保留下來的三項構面及11項準則間之相關性連結建立影響消費者接受智慧健康照顧服務系統之關鍵因素的因果模型。
依據DEMATEL所建構的因果模型,進一步使用ANP分析,透過兩兩成對比較重要性後,分析結果可知「資訊品質」是最重要的構面,代表消費者認為系統所提供的「資訊品質」內容是最重要的決定因素,且認為系統所提供的量測資訊以及健康諮詢的建議資訊必須是完整、正確且易懂的,舉例來說,慢性病是一種持續或長期的健康狀況或疾病,但是在侵害我們的健康之前,都會出現一些徵兆,如果我們能夠透過系統提早識別這些徵兆並且提供完整且正確易懂的預防資訊與建議,讓消費者能採取措施處理,相信就能避免病情發生,且消費者的健康數據以及個資的部分必須保護好,不能外流,這樣才能增加消費者的使用意願。
英文摘要 In the era of progress, medical technology is starting an ever-changing technology. It is unnecessary to go to a large hospital waiting in line to have a physical checkup. Therefore, the "Intelligent health care service systems" will be an unmanned system with developed potential in the future. Users measure bio-signals (e.g. blood pressure, glucose level, and even body fat) via measuring instrument, then store data and upload to the cloud storing. After upload data, it will transmit to the doctor or service company, and user could query the history record through the website or APP at anytime and anywhere. Although this system has developed potential, customer acceptance still has doubts and key factors should be analyzed as the foundation of future research development or expansion of business opportunities.
Based on the above motivations, this study identifies the critical affecting factors of consumers' acceptance of intelligent health service systems through literature review and expert interview, and which is divided key factors into four dimensions (system quality, information quality, service quality and perceived usefulness), and 16 factors. This essay adopted the method of decision-making laboratory method (DEMATEL) and Analytic Network Process(ANP) to analyze the relationship between factors and the weighted values to improve the current problem of intelligent health care service systems, and provide some improvement for system product developers.
The results of the analysis show that "information quality" is the most important facet. On behalf of consumers, the "information quality" content provided by the system is the most important determinant, and the measurement information provided by the system and the advice information for health consultation must be Complete, correct and understandable Therefore, system product developers of Intelligent health care service systems can improve "information quality" and advanced integral system further.
論文目次 第一章 緒論.......................................1
第一節 研究背景與動機..............................1
第二節 研究目的...................................4
第三節 研究流程...................................4
第二章 文獻探討...................................6
第一節 智慧健康照顧服務系統........................6
第二節 資訊系統成功模式...........................14
第三節 科技接受模型...............................19
第四節 影響消費者接受智慧健康照顧服務系統的關鍵因素..21
第五節 決策實驗室法與分析網絡程序法.................28
一、與決策實驗室法(DEMATEL)相關文獻................28
二、與分析網絡程序法(ANP)相關文獻..................28
三、同時用了DEMATEL與ANP的相關文獻.................31
第三章 研究方法...................................33
第一節 研究架構設計...............................33
第二節 DEMATEL模型步驟與計算......................36
第三節 ANP模型建構................................39
第四章 研究結果分析與討論..........................44
第一節 選定評估的關鍵因素..........................44
第二節 決策實驗室法結果............................58
一、DEMATEL專家問卷樣本結構敘述....................61
二、DEMATEL問卷設計...............................62
三、DEMATEL專家問卷結果分析........................62
第三節 網絡程序分析法結果..........................74
一、發展網絡架構模型...............................76
二、ANP專家問卷樣本結構敘述........................79
三、ANP問卷設計...................................80
四、ANP專家問卷結果分析............................80
第四節 討論.......................................88
第五章 結論與建議..................................89
第一節 結論.......................................89
第二節 研究限制與後續研究建議.......................90
參考文獻 .........................................92
附錄.............................................100
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http://iknow.stpi.narl.org.tw/Post/Read.aspx?PostID=14364
11.工商時報,取得日期:2019/03/22
資料來源:https://m.ctee.com.tw/focus/cedt/197803
12.平安健康醫療科技有限公司官網的新聞,取得日期:2019/05/01,資料來源:http://www.pahtg.com/hk/news/in-the-news/
13.中央社《早安世界》電子報新聞,取得日期:2019/05/01,資料來源:https://www.cna.com.tw/news/firstnews/201810200114.aspx
14.Scilab軟體,取得日期: 2019/01/11,資料來源: http://www.scilab.org/
15.Super Decisions軟體,取得日期: 2019/03/24,資料來源:https://www.superdecisions.com/
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