| 摘要: | 近年來因民眾健康意識抬頭以及健保給付方式改變，使得專業健檢機構的市場規模逐漸擴增，也讓民眾有更多與自由的選擇。健檢產業以醫療結構為背景，屬於高信任服務屬性，其產業特性和服務複雜度相較一般零售服務業的消費者在服務品質評估上有明顯不同，運用一般性服務品質構面和量表在評估此產業之消費者服務品質感受上亦受到限制。但回顧相關文獻針對健檢產業服務品質構面的建構卻是有限。
有鑑於上述研究缺口之存在，本研究針對市面上四家健檢機構以線上評論內容為資料蒐集來源，利用內容分析法進行健檢機構服務品質的概念化和構面發展。目的在探討消費者體驗健檢機構服務後的體驗感受，以了解消費者於體驗過程中所感受並重視的服務品質。研究歸納出消費者在服務品質感受以「服務環境」、「人員互動」、「健檢專業因素」、「服務效率」、「加值服務」等五大主要構面為主，再進一步透過正、負面向的評論發現使消費者產生不佳的服務感受，來自於「服務效率」、「健檢專業因素」等二大主要構面，而整體評估中最被重視並使其感受良好的主要構面則為「人員互動」與「服務環境」。
In recent years, due to the rise of people's health awareness and the change of health insurance payment methods, the market scale of professional health examination centers has gradually expanded, and the people have more and free choices. The health check industry is based on the medical structure and belongs to the high-trust service at-tribute. Compared with consumers in the general retail service industry, its industry characteristics and service complexity are significantly different in service quality eval-uation. General service quality dimensions and scales are used. It is also limited in as-sessing consumers' perception of service quality in this industry. However, reviewing the relevant literature on the construction of the health inspection industry service quality dimension is limited.
In view of the existence of the above research gaps, this study aims at the online reviews of health check institutions in the market on Google map as the source of data collection, and uses the content analysis method to conceptualize and develop the ser-vice quality of health check institutions. The purpose is to explore the experience of consumers after experiencing the services of health examination institutions, so as to understand the service quality that consumers feel and value during the experience pro-cess. The research concludes that consumers' perception of service quality is mainly as-sessed in five major dimensions: "service environment", "personnel interaction", "health check-up professional factors", "service efficiency", and "value-added services". Positive and negative reviews are found to make consumers feel bad about service, which comes from two main aspects: "service efficiency" and "health check professional factors", and the overall evaluation is the most important and makes consumers feel good The main dimensions of the project are "people interaction" and "service environment".
It is expected that through this research, enterprises can use the concept of optimi-zation as the basis for optimization in the service process, create a better service expe-rience, enhance the aspects that consumers value in the process of service design, and create higher management efficiency in limited resources. |
