遠距離健康照護服務品質之研究

A Study on Service Quality of Long Distance Healthcare

楊祥和(Hsiang-Ho Yang)

指導教授 ： 詹前隆

元智大學/資訊學院/資訊管理學系/碩士(2008年)

摘要

目的：在過去與醫療服務品質的相關研究中，焦點主要都是放在醫院整體的服務品質，或者是病患對於醫護人員照護的服務品質認知以及滿意度，而本研究是以問卷及訪談之方式，調查台灣目前遠距離健康照護的服務品質，並探討影響使用者滿意度及使用意願之因素。研究設計：以服務品質與社會支援衡量使用者的滿意度，進而瞭解其繼續使用之意願。並且探討信任程度、心理健康狀況、擔心健康程度、使用經驗與價格對於滿意度之影響。資料收集：質性研究–以面對面方式對使用者進行深入訪談；量性研究–以問卷方式經由訪視員口頭詢問並代為填答。本研究於2008年3月至5月共收集37位高齡者樣本。結果：在服務品質中僅有保證性達到顯著水準，並且是實際接受到的認知優於期望。信任程度、心理健康狀況與擔心健康程度均不會改變服務品質對於滿意度的影響。服務品質與社會支援對滿意度都有顯著之影響，滿意度也直接影響繼續使用的意願。討論：本研究最主要的貢獻是發現原本用來衡量高齡者心理狀況藉此瞭解其健康的指標-社會支援，是除了服務品質之外另外一個對於遠距離健康照護服務也有顯著影響因素。

關鍵字

遠距離健康照護 ； 服務品質 ； 無所不在的照護 ； 高齡者

並列摘要

Objective: Over the past decades, many research has put their attention on the quality provided by hospital or just simply discuss service quality and satisfaction in which patient perceived. In this study, we investigate the quality of long distance healthcare in Taiwan which is seldom discussed in healthcare context by questionnaire and in-depth interview. We propose critical factors that may affect the elders’ satisfaction and his/her continuance intention. Design: Service quality and social support play critical determinants to user satisfaction which in turn affect their intention to ward actual use. Moreover, we also investigate the antecedents of user satisfaction, including trust, mental, the degree to which patients worry about their health, usage experiences and adoption price. Measurements: Qualitative data were collected using in-depth interview while quantitative data are collected from patient’s self-report questionnaire. Results: The results indicate that among five variables in SERVQUAL, only assurance presents a significant impact on satisfaction (i.e. expectation has been confirmed). Service quality and social support are either play significant roles to impact user satisfaction respectively which in turn predicts patient’s intention toward using U-care system. Interestingly, trust, mental, and the degree to which patients worry about their health did not intervene the relationship between service quality and satisfaction. Conclusion: In addition to service quality, social support could be another important factor to determine satisfaction. Although social support originally used for measuring elderly mental to forecast their health state,extending its usage context is one of our major contributions.

並列關鍵字

Long distance healthcare ； Service quality ； Ubiquitous-Care ； Elderly

參考文獻

1. Central Intelligence Agency, The World Factbook,

2. Benyamini, Y., McClain, C. S., Leventhal, E. A. and Leventhal, H., “Living with The Worry of Cancer Health Perceptions and Behaviors of Elderly People with Self, Vicarious, or No History of Cancer”, Psycho-Oncology, (12:2), March 2003, pp. 161-172.

3. Blazer, D. G., “Social Support and Mortality In An Elderly Community Population”, American Journal of Epidemiology, (115:5),1982, pp.684-694.

4. Brucks, M., Zeithaml, V. A. and Naylor, G., “Price and Brand Name as Indicators of Quality Dimensions for Consumer Durables”, Journal of the Academy of Marketing Science, (28:3), 2000, pp. 359-374.

6. Chin, W. W., “The Partial Least Square Approach for Structural Equation Modeling”, Modern Methods for Business Research, 1998, pp. 295-336.