- 學位論文
探討兩岸醫療健檢從業人員對健檢服務品質的認知～以北臺灣及深圳某體檢機構為例
Discuss the health check service quality perception for health examination practitioners from both sides of Taiwan Strait～Take North of Taiwan and Shenzhen medical institution for example
摘要
本研究主要目的是為了解健檢醫療從業人員對健檢服務品質認知並比較臺灣及深圳地區健檢醫療從業人員的差異性，採橫斷式調查研究法，以桃園及深圳地區二所健檢機構從業人員為研究對象，以自填問卷方式進行調查，實際有效樣本數為200人。研究重要結果如下： 一、 臺灣地區與深圳地區健檢從業人員都認為1、應製作詳細檢查項目相關手 冊，2、應具有安全設備是服務品質重要性二項因素。 二、 臺灣地區與深圳地區健檢從業人員認為1、能滿足受檢者個別需求，2、不 會因忙碌而忽略受檢者的需求是較不重要的項目。 三、 臺灣地區與深圳地區健檢從業人員最認同從業機構是能維護受檢者的 隱私。 四、 臺灣地區與深圳地區健檢從業人員對最不認同從業機構項目是具備先進的 儀器設備。 五、 臺灣與深圳對健檢服務品質認知在具備先進的儀器設備；具有安全設備； 具有整潔舒適的環境；從業人員應有專業的穿著；能提供純熟的專業服 務；擁有認真確實的服務態度；有良好的禮貌及服務態度；能維護受檢者 的隱私，能滿足受檢者個別需求等項目具有明顯差異。 六、 深圳地區健檢從業人員自評比臺灣地區的從業人員更注重受檢者的隱私。 本研究結論為健檢從業人員認為服務品質有形性構面是最重要之項目，對於從業機構具有先進儀器設備部分最不認同，建議機構相關人員應對此結果加以關切，以提高健檢服務品質之水準。 關鍵詞：健檢從業人員、服務品質。
並列摘要
The purpose of this study is to understand the health examination practitioners service quality and compare the difference between Taoyuan and Shenzhen, cross -sectional survey research, Taoyuan and Shenzhen two health examination employees as the object of study, self-administered questionnaire survey the effective sample size of 200 people. The study results are as follows: 1. Health examinations of employees of the Taiwan Area and the Shenzhen think that (1) shall prepare a detailed examination of the project manual, (2) should have safety equipment are two importance factors of the quality service. 2. Taiwan and Shenzhen health examination of employees (1) be in line with the individual needs of the Customer, (2) while busy not ignoring the needs of the Customer is less important projects. 3. Taiwan and Shenzhen health examination practitioners the most recognized institutions are able to safeguard the privacy of the consumers. 4. Taiwan health examinations practitioners and Shenzhen most practitioners does not agree institutions with advanced equipments. 5. With advanced equipment; safety of equipment; clean and comfortable environment; skillful practitioners should wearing professional; of professional services; seriously indeed service attitude; politeand service attitude; safeguard the privacy of the consumers, be in line with the individual needs of the Customer are differences between Taiwan and Shenzhen. 6. The Shenzhen health examination practitioners consider themselves pay more attention to the privacy of the consumer than Taiwan’s. In conclusion, the health examination practitioners observe the tangible of service quality is the most important items. Most of the institutions practitioners does not agree institutions with advanced equipments. Recommend institutional leaders should be concern about this result, to improve of service quality of the health examination. Keywords: health examinationpractitioners, quality of service.