以二維品質模式探討健檢中心服務品質之研究; A Study on Using Kano''s Model to Explore the Services Quality of Health Examination Centers

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Title:	以二維品質模式探討健檢中心服務品質之研究;A Study on Using Kano''s Model to Explore the Services Quality of Health Examination Centers
Authors:	王菁蘭;Wang,Ching-Lan
Contributors:	中國醫藥學院醫務管理研究所
Keywords:	二維品質;健康檢查;服務品質;Two-dimension quality;Health examination;Services quality
Date:	1992
Issue Date:	2009-12-23
Abstract:	民眾對於個人的健康狀況越來越重視，對於定期接受健康檢查的觀念也逐漸建立起來。為因應民眾的需求，全民健保納入兒童預防保健、成人預防保健、婦女子宮頸抹片檢查等基本健檢項目範圍，但項目與給付金額不多，故各醫院對於「套餐式自費健檢」較有興趣，亦吸引不少醫院爭相推出自費健檢項目。又因總額制度實施，各醫療機構紛紛開發更多自費項目如健康檢查吸引消費者，不論醫院健檢中心或是專業健檢診所都如雨後春筍般成立，以求擴大客源，希望藉由服務口碑以培養潛在客群。本研究引用Kano(二維品質)模式，希望能藉內外部顧客的觀點了解健檢中心服務品質，以台中市兩家醫學中心層級醫院，針對曾自費健檢民眾430位及健檢中心員工30位為研究對象。在430位民眾問卷部分，有351位民眾願意選擇至醫院，僅79位願意選擇至專業健檢診所。民眾選擇醫院的主要因素為方便進一步治療、檢查結果正確；選擇專業健檢診所的主要因素為專屬檢查設備空間、等候檢查時間短。在民眾歸類二維品質部分，有17項歸納為線性品質，2項歸納為魅力品質，8項歸納為無差異品質；員工有20項歸納為線性品質，1項歸納為魅力品質，1項歸納為當然品質，5項歸納為無差異品質，綜合民眾與員工對服務品質歸納的屬性比較，只有5項品質屬性不一致，顯示大部分品質屬性，供給者與需求者想法是一致的。針對選擇健檢場所與健檢經驗、動機、人口學變項進行羅吉斯迴歸，結果發現僅「曾到專業健檢診所健檢」、場所選擇因素中只有「方便進一步治療」與選擇醫院為健檢場所呈現正相關，且達到統計上的顯著水準(p<0.05)；而「居住地離機構超過1小時」、場所選擇因素中「檢查項目選擇性」、「可很快得知檢查結果」、「有專人服務」與選擇醫院為健檢場所之間呈現負相關，達到統計上的顯著水準(p<0.05)，其他變項均未達統計的顯著水準。由本研究結果了解民眾與員工對服務品質認知的落差及選擇健檢場所的考量因素為何，以供健檢機構作為管理或改善的參考依據。; The people pay more attention to their health conditions and are gradually aware of the concept of regular health examinations. In order to satisfy the need of the public, the National Health Insurance then offered some basic ranges of health examination items, such as children’s preventive health care, adult’s preventive health care, and cervix smear. However, there are not many items and not much given payment, so the hospitals are having more interests in the “package of health examination paid by patients”. Furthermore, due to the global budget payments system, the medical institutes also offer additional services paid by patients, such as health examination, to draw consumers. Not only the hospital’s centers of health examination but also clinic-base centers of health examination have been continually set up for the purpose to extend the market; they are hoping to cultivate potential consumer groups through good service reputation as well. This study applies the model of Kano, hoping to understand the quality of the hospital’s centers of health examination by the internal customers’ and external customers’ concepts, focusing on 430 samples of health examination paid by patients and 30 employees of the centers of health examination from two medical centers in Taichung. Among 430 questionnaires, there are 351 people willing to go to the hospitals for health examination, only 79 willing to the clinic-base center of health examination. The main reasons that the public chooses the hospitals for health examination are “access of further treatment” and “accuracy of results”. Besides, the main factors of choosing the clinic-base center are “the special room and equipment for examination” and “short waiting time”. As classified as the Kano quality of the public, 17 items are induced as one-dimensional quality, 2 items attractive quality, 8 items indifferent quality; as for the employees, 20 items are one-dimensional quality, 1 item attractive quality, 1 item must-be quality, 5 items indifferent quality. After the public and the employees’ various comparisons to service quality are synthesized, only 5 items are not coherent, indicating that most of the items from the thoughts of both the suppliers and the consumers are coherent. The logistic regression was used to determine the related factors that influence people to choose centers of health examination. The variables of health examination experience, motive, and demographics are included to be independent variables. However, it turns out that only the factors - “access of further treatment” and “having health examination at clinic-base centers” are statistically significant (p < 0.05) and have a positive correlation with choosing hospitals for health examination. On the other hand, the factors “having selections of examination items”, “fast-gotten outcomes”, “special assistance service”, and “more than one-hour distance to hospitals” have a negative correlation with that of choosing the hospitals for health examination, and the result reaches the significant level statistically (p < 0.05) while other
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