利用貝式網路分析法建構連鎖藥局商業智慧服務設計架構

Applying Bayesian Networks Method to Construct Service Design Framework for Business Intelligence in Pharmacy Industry

何夢婷(Ho, Meng Ting)

指導教授 ： 金聯舫 ； 簡禎富

國立清華大學/科技管理學院/高階主管經營管理碩士在職專班/碩士(2015年)

摘要

隨著台灣社會老齡化和民眾對醫藥保健的重視，醫藥市場蓬勃發展。然而，面對市場的競爭，如何提高顧客服務滿意度為重要的因素，若能藉由顧客行為分析與回饋資訊蒐集加以分析，將可以尋找服務創新的機會以提升顧客滿意度。本研究針對連鎖藥局之POS系統記錄，利用貝式網路分析法建構連鎖藥局商業智慧服務設計架構，以供連鎖藥局在發展服務策略時，系統化的方式瞭解顧客的消費習慣，提出適合的銷售方案以提高顧客滿意度與營收。

關鍵字

藥局產業 ； 貝式網路 ； 商業智慧 ； 服務系統

並列摘要

With the development and cultivation of health food techniques and information technology, the demand and quality of pharmacy has been emphasized by modern people. Face the competitiveness of pharmacy industry, to enhance customer satisfaction has become an important factor based on the analysis of customer behavior. This study aims to apply Bayesian networks method to construct service design framework for business intelligence in pharmacy industry to support servise strategy. The systemic approach could help to propose ideal plan to enhance customer satisfaction and revenue.

並列關鍵字

Pharmacy industry ； Bayesian network ； Business Intelligence ； Service System

參考文獻

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