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地區醫院發展醫療觀光關鍵績效指標之研究:以平衡計分卡觀點

Key performance indicators in achieving medical tourism objectives in community hospitals: The view of balanced scorecard method

摘要


本研究旨在建構地區醫院發展醫療觀光關鍵績效指標。本研究採用德爾菲專家問卷、模糊層級分析法,建構績效評估指標,並以問卷調查法,針對產官學界14位專家進行問卷調查。透過模糊德爾菲法,由平衡計分卡的角度共計獲得顧客、內部流程、學習與成長、財務等四大構面,包含9個次構面與31個衡量準則。模糊層級分析法研究結果發現,評估標的中以「內部流程」最為重要,其次為「顧客」。而評估準則以「企業文化」最為重要,其次為「人力資源」及「顧客忠誠度」。希望研究結果能幫助地區醫院提昇醫療觀光經營績效及保有持續性的競爭力。

並列摘要


This study aimed to construct the key performance indicators in achieving medical tourism objectives in community hospitals. The study used the methods of fuzzy Delphi and fuzzy analytic hierarchy process to construct key performance indicators. The questionnaire was distributed to 14 academics, government officers, and business operators in related fields. By fuzzy Delphi method, this study has found 31 indicators in 9 sub-dimensions from the four dimensions of customer, internal processing, learning and growing, as well as finance derived from Balanced Scorecard (BSC). The result of fuzzy analytic hierarchy process shows that "internal processing" is the most important dimension, next is "customer". In the evaluation indicators, "industry culture" is the most important indicator, next is "human resource", and "customer loyalty" rank third critical. The results of this study hope to help community hospitals improve their operational performance and maintain sustainable competitive advantages of medical tourism.

參考文獻


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