輔具租賃消費行為：照顧者觀點分析

Consumer Behavior Analysis of Assistive Device Rental Service: The Caregiver Perspective

徐達光(Ta-Kuang Hsu) ； 劉偉中(Wei-Chung Liu) ； 胡名霞(Ming-Hsia Hu)

《長期照護雜誌》 17卷3期 (2013/12) Pp. 229-245

https://doi.org/10.6317/LTC.201312_17(3).0005

摘要

輔具、或稱福祉器材，是臺灣邁入高齡社會（老年人口比例超過14%）以及發展社會福利過程中，發展長期照護體系之重要環節之一。本研究乃財團法人金屬工業研究發展中心執行經濟部「照顧福祉器材創新服務系統」之服務型科技專案計畫內容之一部份，對於國內目前輔具租賃服務之消費者行為進行焦點訪談的質性研究結果。本研究根據國內外文獻回顧結果設計訪談問卷後，立意取向訪問4名曾使用輔具租賃服務之消費者，依據消費過程之前、中、後階段分析其消費行為。研究結果發現輔具租賃消費者應屬於理性的廣泛性決策類型，在需求認知的部份應搭配價格水準來討論。訊息收集的步驟則包括內部與外部的訊息收集。在可行方案評估與選擇的步驟則包括各類風險評估，在眾多選擇中輔具消費者傾向於依據互補法則來進行，但又受到心理捷思，特別是市場信念捷思的影響。這些捷思不一定正確，但卻是直覺的反應，例如老人家可能不習慣用別人的二手貨（租賃輔具），認為較不衛生或不吉利。本研究對於提供未來租賃產業界改善服務提供缺口、政府設計各項輔具服務補助方案等方面均有助益。

關鍵字

輔具租賃 ； 消費行為 ； 質性研究

並列摘要

Assistive technology and assistive devices is an important domain of long-term care system for aging and disabled population. As the proportion of elderly population exceeding 10% in Taiwan, the rental service of assistive technology system should be considered. The Metal Industries Research & Development Center proposed an innovation assistive technology service system including a quality rental service as a part of an overall service-oriented technology development program. This program was supervised by the Executive Ministry of Economic Affairs in 2006. This study reports a part of this program including the design of a questionnaire for investigating the rental behavior of assistive device consumers and the results and analysis of four such consumers. Analysis of interview results revealed that consumers of assistive device rental service were rational consumers utilizing generalized types of decisions. The cognitive process includes internal analysis of demand considering the price level. In order to obtain information related to rental services, both internal and external message collection processes were employed. After message collection, evaluation and selection of feasible options including various types of risk assessment were carried out according to the complementary rules. In addition, influence on decision by the psychological heuristic, especially the impact of market beliefs heuristic was evidence during the interview. These heuristic, albeit not necessarily correct, was immediate reaction in many consumers. For example, the elderly may believe that using someone else's second-hand goods unhealthy or unlucky hence rebuttle the pricing factor of decision. The results of this study may provide the leasing industry insights into consumer behaviors who are utilizing assistive device rental service on how to improve services.

並列關鍵字

assistive device ； rental service ； consumer behavior ； qualitative research