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系統識別號 U0026-0812200915275158
論文名稱(中文) 以科技為基礎的服務接觸在電子化醫療照護系統之研究
論文名稱(英文) An Assessment of Technology-based Service Encounters on the e-Health Care Systems of Medical Centers in Taiwan
校院名稱 成功大學
系所名稱(中) 工業與資訊管理學系碩博士班
系所名稱(英) Department of Industrial and Information Management
學年度 97
學期 2
出版年 98
研究生(中文) 黃齡幼
研究生(英文) Lin-Yo Huang
電子信箱 r3696113@mail.ncku.edu.tw
學號 r3696113
學位類別 碩士
語文別 中文
論文頁數 158頁
口試委員 指導教授-王維聰
口試委員-鄭詩瑜
口試委員-陳正忠
中文關鍵字 服務品質  以科技為基礎的服務接觸  病患滿意度  醫院形象  病患忠誠度 
英文關鍵字 Patient Satisfaction  Technology-based Service Encounters  Service Quality  Hospital Image  Patient Loyalty 
學科別分類
中文摘要 近年來台灣的醫療體制與環境有重大的改變,隨著全民健康保險制度的推動,使得醫療產業市場變的競爭激烈,如何建立良好的醫院形象對於病患在選擇就醫佔有極重要因素,也是醫院經營者關注的焦點。
隨著資訊科技的進步神速,網際網路顯著影響我們的生活,利用資訊科技作為基礎,透過電話、網路或是電子郵件提供服務接觸,建立與病患的溝通管道,可以有效的提高和促進病患的滿意度,是否間接對醫院帶來正面的評價、提昇整體的形象以及再次就診的意願,以提高醫院在醫療市場的競爭力和營收,也是身為醫院經營管理者所需了解的重要議題。先前與科技服務接觸相關研究多以一般服務業為對象(銀行等),極少數探討於醫療產業。
因此本研究的目的是以病患的角度來探討,透過使用以科技為基礎的服務接觸,如何提供病患良好的醫療服務品質來滿足病患的需求,提高病患對醫院之滿意度、並建立和維持病患對醫院的忠誠度,進而提升病患對醫院整體形象的評價。
本研究結合服務接觸評估模型(Service Encounters Evaluation Model)、E-QUAL、歐洲顧客滿意指標(European Customer Satisfaction Index;ECSI )來發展出本研究模型,整理出五大構面分別為:醫院形象、病患滿意度、病患忠誠度、醫療服務品質以及以科技為基礎的服務接觸,針對南部某教學醫學中心門診病患為問卷發放之對象來進行調查以驗證模型之適合度,並以LISREL 軟體進行結構方程式模型分析,利用結構方程式(SEM)做為本研究之研究方法。本研究結果發現病患使用線上掛號系統(以科技為基礎的服務接觸)可以為病患帶來便利之外還可以減少等候時間,提升就診的速率與品質,使病患對於整個就診流程感到滿意,日後有醫療需求時會再到該醫院來就診,進而提升對醫院整體的形象。
此研究架構以「病患」的角度思考提供資訊科技服務之方式及內容,創造滿足病患需求之價值,強化醫院正面之形象,使醫療院所之營運能切合時代的潮流,有別於過往多著重於醫療診治的管理方式而開始注重資訊科技的重要性,發揮其極致的服務精神,並提供醫院管理實務未來經營管理之方向及日後學術上研究之參考。
英文摘要 Medical systems and environments in Taiwan have significantly changed in the recent years. With the launch of National Health Insurance, there is an increase of competition between health service providers. Establishing good reputation becomes the main focus for hospital managers.
With the advance of technology, Internet has significantly influenced our life. Telephone and Internet can be used as an information platform to facilitate better connection with patients in order to improve their satisfaction as well as hospitals’ reputation. Previous research of technology-based service focused more in service industries, and hence less information is available in the medical industry.
The purpose of this research is to evaluate the use of technology-based medical services from a patient perspective. The aims are to find out how to provide good medical service to meet patients’ needs and improve patient's satisfaction and to establish and maintain patients’ loyalty to the hospital.
This research combines Service Encounters Evaluation Model、E-QUAL and European Customer Satisfaction Index (ECSI) to develop a model consisted of five dimension including hospital image, patients’ satisfaction, patients' loyalty, medical service quality and technology-based service encounters. The patients studied in this research were recruited from the outpatient clinics of several medical centers in the south region of Taiwan. The data collected was analyzed using Structural Equation Model (LISREL). The results indicated that the utilization of online appointment system (technology-based service) can streamline the delivery of service and reduce waiting time when a patient is making an appointment. This service is crucial in enhancing patients’ satisfaction which further improves hospital image.
This research provides an evaluation of technology service from patients’ perspective in the aspects of demand and needs and strengthening of positive hospital image. It also can be used as a reference for hospital management and guides further academic research in this area.
論文目次 摘要 III
致謝 VII
目錄 IX
表目錄 XI
圖目錄 XIII
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機與目的 2
第三節 研究架構圖 4
第四節 研究流程 5
第二章 文獻探討 7
第一節 醫療產業特性 7
第二節 歐洲顧客滿意度指標 8
第三節 形象 10
2.3.1 形象 10
2.3.2 企業形象 11
2.3.3 醫院形象 11
2.3.4 醫院形象衡量構面 12
第四節 忠誠度 14
2.4.1 顧客忠誠度 14
2.4.2 病患忠誠度 16
2.4.3 病患忠誠度衡量構面 17
第五節 滿意度 19
2.5.1 顧客滿意度 19
2.5.2 病患滿意度 22
第六節 醫療服務品質 23
2.6.1 醫療服務 23
2.6.2 醫療服務品質: 25
2.6.4 電子化服務品質 29
第七節 以科技為基礎的服務接觸 34
2.7.1 醫療資訊科技 34
2.7.2 服務接觸 35
2.7.3 自主性服務科技 37
2.7.4 以科技為基礎的服務接觸 39
2.7.5 線上掛號系統 41
第八節 小結 42
第三章 研究方法 44
第一節 研究架構 44
第二節 研究假設 45
第三節 問卷設計 48
第四節 前測與資料分析 52
3.4.1 前測 52
3.4.2 抽樣方式 57
3.4.3 資料分析 59
第四章 實證分析結果 71
第一節 敘述性統計分析 71
4.1.1 基本資料敘述性統計分析 71
4.1.2 研究變項的常態性檢定 76
第二節 信度分析 79
第三節 相關分析 81
第四節 結構方程模式 82
4.4.1 衡量模式 82
4.4.2 結構模式 94
4.4.3 複核效度 97
4.4.4 路徑分析 101
第五章 結論與建議 108
第一節 結論 108
第二節 研究貢獻 110
第三節 未來研究方向與建議 113
第四節 研究限制 114
參考文獻 115
附錄 147
附錄一 前側問卷 147
附錄二 正式問卷 151
附錄三 第一次刪題修正 155
附錄四 第二次刪題修正 157
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