| 摘要: | 背景動機：由於近年來教育水準普遍提昇以及消費者意識抬頭，國人已愈來愈重視個人健康保健及疾病預防的工作，也因為民眾自覺現行健保制度下的成人預防保健服務並不完善，使得自費健檢業務也因此成長迅速。文獻指出影響民眾接受健康檢查的因素為服務品質與滿意度，本研究進一步探討影響民眾使用自費健康檢查之相關因素。
目的：瞭解影響員工健康檢查服務品質之相關因素、員工健康檢查服務品質與滿意度之相關性、員工健康檢查滿意度與未來使用收案單位自費健康檢查意願之相關性。
方法：本研究母體為至「中部某健康檢查診所」接受員工健康檢查服務之中部科學園區員工。採橫斷式研究並以結構式問卷進行面訪，自2008年3至4月進行問卷之發放，共計發放351份問卷，其中無效問卷為4份，扣除後有效樣本數為347份，佔總問卷之98.86%。
統計分析以SAS 9.1版進行單變項、雙變項與多變項分析，其中雙變項分析包含t-test、GLM (General Lineral Model) 與Chi-square，多變項分析則使用複迴歸分析。
結果：影響員工健康檢查服務品質的因素為性別（P=0.043，adj R2=0.37）、子女數（P=0.023）、認為應多久接受一次健康檢查（P=0.042）及嚼檳榔習慣（P=0.002）；影響員工健康檢查滿意度的因素為員工健康檢查服務品質（P=0.003，adj R2=0.52）與居住地（P<0.05）；影響民眾未來使用收案單位自費健康檢查意願因素為員工健康檢查的滿意度（P<0.001，adj R2=0.21）與年齡（P=0.019）。
結論：本研究符合部分期望確認理論，即員工健康檢查整體滿意度提高將提升民眾未來使用收案單位自費健康檢查意願；員工健康檢查服務品質提高將使民眾的健康檢查整體滿意度提升。因此，建議健檢單位應重視員工健康檢查服務品質與滿意度之重要性，以提高民眾未來使用收案單位自費健康檢查與推薦親友使用收案單位自費健康檢查之意願，並藉此發掘自費健康檢查之潛在客戶。
The advancement of educational level and consumer consciousness in recent years has accelerated health promotion and disease prevention. Furthermore, it has been perceived by the public that current adult preventive healthcare under National Health Insurance is not comprehensive and perfect. Therefore, self-pay health examination has been growing rapidly. Literature suggested that major factors that affected receiving health examination be service quality and satisfaction. This study further discussed factors that were associated with the use of self-pay health examination.
The purpose of this research is to investigate the key factors that influence the service quality of employee health examination, the relationship between the service quality and satisfaction of employee health examination, and the relationship between the satisfaction of employee health examination and the use intention of self-pay health examination.
The studied population is the employees of Central Taiwan Science Park who received employee health examination service at a health examination clinic in Taichung. The study was cross-sectional and utilized the structured questionnaire. Every respondent was asked to complete the survey immediately after the health examination. From March to April, 2008, 351 respondents completed the survey. 347 questionnaires were valid, accounting for 98.86% of the total questionnaires. The statistics include univarate, t-test, GLM (General Lineral Model), Chi-square, and regression analyses.
The related factors of the service quality of employee health examination include gender (p=0.043, adj R2=0.37), number of children (p=0.023), proposed frequency of using health examination (p=0.042), betel nut use (p=0.002). The factors affecting the satisfaction of employee health examination are the service quality of employee health examination (p=0.003, adj R2=0.52) and residence area (p<0.05). The related factors of the use intention of self-pay health examination are the satisfaction of employee health examination (p<0.001, adj R2=0.205) and age (p=0.019).
The study confirmed Expectation Confirmation Theory (ECT).When the satisfaction increase of employee health examination will enhance the use intention of self-pay health examination at the clinic in the future. The satisfaction of employee health examination will also increase as the service quality of employee health examination increase. In order to enhance the use intention of self-pay health examination in the future and identify the prospective customer of self-pay health examination, health examination institutions should emphasize the importance of the service quality and satisfaction of employee health examination. |
