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系統識別號 U0026-0812200910132308
論文名稱(中文) 科技性醫療服務接觸滿意度之研究:以科技準備度為干擾變數
論文名稱(英文) Clinical Staffs’ Satisfaction with Technology-based Service Encounters in the Healthcare Industry -Technology Readiness as a Moderator
校院名稱 成功大學
系所名稱(中) 企業管理學系碩博士班
系所名稱(英) Department of Business Administration
學年度 98
學期 1
出版年 99
研究生(中文) 謝馨慧
研究生(英文) Hsin-hui Hsieh
學號 r4696107
學位類別 碩士
語文別 英文
論文頁數 86頁
口試委員 口試委員-賴孟寬
口試委員-蔡東峻
指導教授-張心馨
中文關鍵字 知覺價值  服務品質  科技準備度  科技基礎服務接觸  滿意度 
英文關鍵字 Technology-based Service Encounter  Perceived Value  Satisfaction  Technology Readiness Service Quality 
學科別分類
中文摘要 本篇研究主要探討當醫院導入一套新科技產品後,醫院員工對此科技產品滿意度的衡量。當醫院導入此一科技產品後,員工會藉由產品服務品質及自身知覺價值,來衡量對其產品的滿意度。此外,本研究又探討當員工具備不同的科技準備度時,是否會影響醫院導入系統的滿意度;亦即檢測科技準備度在員工使用科技性服務接觸後對服務品質與知覺價值,是否產生干擾作用。資料分析以結構方程模型作為檢驗員工服務品質、知覺價值與滿意度形成之基本模型,接著再以階層迴歸來進一步檢驗科技準備度所產生的干擾效果。資料分析結果發現,當醫院導入新的科技產品,員工對此商品具有正面的服務品質的肯定,亦能有效提升自身知覺價值,再進一步形成高度的滿意度。不過,員工本身所具備的科技準備度,亦會影響以科技產品與服務品質之間的連結,但對科技產品與知覺價值間的連結不具影響力。因此,本研究建議醫院高層需慎選能提供最適產品的供應商,以及提供充分教育訓練來提升醫院員工的科技準備度,增益新產品導入時員工的滿意度。
英文摘要 The purpose of this study is to evaluate the level of satisfaction for hospital clinical staffs after they have encountered a technology-based service adopted by the hospital in which they work. Clinical staff members use technology-based services, which can affect service quality and perceived value for both the staffs and the patients. This study uses technology-based service encounters in hospital as a context in which to investigate the moderating effect of technology readiness on service quality and perceived value. The framework of the satisfaction formation
process was tested by structural equation analysis, and hierarchical regression analysis was then used to examine the moderating effects of technology readiness. The results of this study indicate that technology-based service encounters will positively increase service quality and perceived value toward the technology, and in turn, both of them will positively increase the satisfaction level of the clinical staffs involved. However, technology readiness weakens the relationship between
technology-based service encounters and service quality, and it has an insignificant impact on the relationship between technology-based service encounters and perceived value. Therefore, this study suggests that hospital management should choose reputable manufacturers who can provide useful products and should also provide enough educational training to increase the the level of preparedness necessary for clinical staffs to make use of the technology they purchase and want their staffs to use.
論文目次 中文摘要………………………………...………I
ABSTRACT…………………...II
誌謝…………………...…………..………III
TABLE OF
CONTENT……………………………...……...………IV
LIST OF
TABLE……………..………V
LIST OF
FIGURE…………………..…...…...…VI
CHAPTER 1 INTRODUCTION
1.1 Research Background and Motivation……….………………..1
1.2 Research Objective……….…...……………...….....3
1.3 Research Process…...……...……....…...……………..3
CHAPTER 2 LITERATURE REVIEW
2.1 Technology-based Service Encounter…...………….…...………….…...………………..………...……...…5
2.2 Service Quality…...………….…...………….…...………….…...………….…...…………..…...…………..7
2.3 Perceived Value…...………….…...………….…...………….…...………….…...……………..…….…….10
2.4 Satisfaction…...………….…...………….…...………….…...………….…...…………….............…….….13
2.5 Technology Readiness…...………….…...………….…...………….…...……………….………...………..16
2.6 The Hypotheses
Development………………….…...…………………………………….…...………………..…...….……………...18
2.6.1 Relationship Between Technology-based Service Encounter and Service Quality………….…….18
2.6.2 Relationship Between Technology-based Service Encounter and Perceived Value………….……20
2.6.3 Relationship Between Service Quality and Satisfaction……........…….................……...…………21
2.6.4 Relationship Between Perceived Value and Satisfaction…….………...............………..…………22
2.6.5 Moderating Effects of Technology Readiness………...………...……...……………..…...………23
CHAPTER 3 RESEARCH DESIGN
3.1 Conceptual Framework…...……….…...………….…..………….…...…………..….….……….………..26
3.2 Variable Measurement………...…………...……..…………...…………...………………...…..….…..…26
3.3 Research Hypothesis to be tested………...…………...…………………….…...….…....………...........…31
3.4 Questionnaire Design………...……….…………...…...…...................….....................................……...…32
3.5 Pilot Test of the Questionnaire………...……..………...…………...………..…………………………….33
3.6. Sampling Design and Data Collection………...………...…………...………...……………………………36
V
3.7. Data Analysis………...…………...…...………………...…………...……………….……...……...…36
3.7.1 Descriptive Statistics Analysis………...…………...…...…………........………….………………..36
3.7.2 Structural Equation Model………...…………...…………...………...……….……...........………..36
3.7.3 ANOVA Analysis………...…………...…………...………..…………...……………….………….37
CHAPTER 4 RESULTS OF DATA ANALYSIS
4.1 Sample Characteristics…...………….…...………….…...………….…...…….………………….…….…..39
4.2 Measurement Model Analysis………...….……...…………...…………...................................………41
4.2.1 Confirmatory Factor Analysis......………….…...………….…...…………………………...………41
4.2.2 Convergent Validity and Reliability Analysis………...…………...……………………………...…47
4.2.3 Discriminant Validity Analysis………...……….………...…………...………………...…..………48
4.3 Structural Equation Modeling Analysis………...…………..…...………………………..….………...…48
4.3.1 Path Analysis of SEM Full Model......………….…...………….…………..……….………………51
4.4 Moderated Regression Analysis………...…………....…………...………………...…..…...…...…….…52
4.5 Additional Analysis……...…………...………………..………………………...…...……..……...……..54
4.5.1 Path Analysis of Additional Model......………….…...………………………..……………………57
4.6 Results of Hypothesis Testing...…………...…………...……………...………..……..……...…...………59
4.7 ANOVA Analysis………...…………...…………….….…………...……………….….............……..…60
CHAPTER 5 DISCUSSION AND IMPLICATIONS
5.1 Discussion………...………….…………...………………………………………………….………….… 67
5.2 Conclusion and Suggestion………...…………...………...…………...………………………..…….....…69
5.3 Theoretical Implication……...…………...…………...…………...……………………...……..………....70
5.4 Managerial Implication………...…………...…………...…………...……………………………..………71
5.5 Limitations and Future Research…………………...…………...……………………………………..…...74
5.6 Additional Discussion………...………......……………………………………………...……..……….… 75
REFERENCES…...…………......………….…...………….…...………….…...………….……...…………..…….… 78
APPENDIX…...………….…...………….…...………….…...………….…...………….…...……………………..…..84
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