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系統識別號 U0026-1202202001181000
論文名稱(中文) The Study of Importance of Recognization Between Suppliers and Customers in Health Management Service
論文名稱(英文) The Study of Importance of Recognization Between Suppliers and Customers in Health Management Service
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 108
學期 2
出版年 109
研究生(中文) 陳頌育
研究生(英文) Sung-Yu CHEN
學號 RA7954142
學位類別 碩士
語文別 英文
論文頁數 96頁
口試委員 指導教授-溫敏杰
召集委員-李國榮
口試委員-林彣珊
中文關鍵字 個人健康管理  服務質量  健康管理服務  認知  PZB模型  服務品質缺口模式GAP5 
英文關鍵字 Personal health management  Service quality  Health management service  Cognitions  PZB mode  SERVQUAL model GAP5 
學科別分類
中文摘要 在台灣,健康管理服務行業仍是一個相對較新的行業。由於服務質量的提供是昂貴的,並且其提供了高滿意度和低重要性的服務內容,這對於消費者而言並不是真正滿足的,並且只能容納現有的服務內容。服務提供者應適度排除重要性較低的服務內容,以降低成本,同時增加重要性較高的服務內容,為消費者創造更高的價值。本研究主要集中在PZB模型討論的服務品質缺口模式GAP5在健康管理服務行業中的重要性。問卷是根據服務品質缺口SERVQUAL模型的五個構面所制定的:有形性(Tangibles)、可靠性(Reliability)、反應性 (Responsiveness)、保障性(Assurance)、同理心(Empathy)。也就是說,健康管理服務提供者對健康管理服務內容設計的期望是否與消費者對健康管理服務內容重要性的認知一致?這一命題構成了本研究的主要研究領域。
英文摘要 The health management service industry is still a relatively new industry in Taiwan. For the reason that the provision of service quality is costly, and it provides service content with high satisfaction and low importance, which has not been truly satisfied for consumers, and can only be accommodated with existing service content. Service providers should moderately exclude service content of lower importance in order to reduce costs, and at the same time, increase service content of higher importance to create higher value for consumers. This research mainly focuses on the importance of GAP5 in the health management industry discussed by PZB. The questionnaires were developed based on its five research facets: Reliability, Responsiveness, Assurance, Empathy and Tangible. That is, does the health management service provider's expectation of health management service content design be consistent with consumers' recognition of the importance of health management service content? This proposition forms the main research area of this study.
論文目次 ABSTRACT......................................................................................................................... I
ACKNOWLEDGEMENTS................................................................................................ II
TABLE OF CONTENTS.................................................................................................. III
LIST OF TABLES....................................................…………………………………….. V
LIST OF FIGURES........................................................................................................... VI
CHAPTER ONE INTRODUCTION…………………………....................................… 1
1.1 Research Background………………….........................…............................… 1
1.2 Research Purpose. ..........................................................................................… 6
1.3 Research Contribution…………………………………………………………. 6
1.4 Research Procedure.........................................................................................… 6
CHAPTER TWO LITERATURE REVIEW………………………………………….. 8
2.1 The Analysis of the Current Situation of Taiwan’s Health Care Service Industry…………………………………………………………………………… 8
2.1.1 Lifestyle Management Strategies………………………………………... 10
2.1.2 Demand Management Methods………………………………………….. 11
2.1.3 Consumer Demand for Health Management…………………………….. 11
2.2 Importance and Satisfaction of the Services Quality in Health Management... 14
2.3 The Cognitive Needs of Suppliers and Consumers…………………………... 16
2.4 The Modified SERVQUAL Scale……………………………………………. 19
CHAPTER THREE RESEARCH DESIGN AND METHONDOLOGY…………….. 24
3.1 Research Framework…………………………………………………………. 24
3.2 Summary of Hypotheses……………………………………………………... 25
3.3 Questionnaire Design and Construct Measurement………………………….. 26
3.4 Sampling Plan………………………………………………………………… 27
CHAPTER FOUR RESEARCH RESULTES……..………………………………….. 30
4.1 Data Collection………………………………………………………………. 30
4.2 Data Analysis Results for Hypothesis 1 (H1)………………………………… 32
4.3 Data Analysis Results for Hypothesis 2 (H2)………………………………… 38
4.4 Data Analysis Results for Hypothesis 3 (H3)………………………………… 45
CHAPTER FIVE CONCLUSION AND SUGGESTIONS…..……………………….. 63
5.1 Research Conclusions………………………………………………………… 63
5.1.1 In the Tangible Dimension, The Differences in Awareness of Importance……………………………………………………………………. 67
5.1.2 In the Assurance Dimension, The Differences in Awareness of Importance……………………………………………………………………. 70
5.2 Managerial Implicit…………………………………………………………... 71
5.3 Research Limitations…………………………………………………………. 74
5.3.1 Understanding the Needs of the Focus Group…………………………...74
5.3.2 Contrast of Study Subjects Before and After Service…………………… 75
5.4 Suggestions for Future Research……………………………………………... 75
REFERENCES………………………………………………………………………….. 77
APPENDIX……………………………………………………………………………… 89
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