近年來由於經濟起飛、生活水平逐年提高,台灣民眾逐漸重視容貌的保養維持,醫學美容已成當前新興產業。為使業者於日益競爭的行業中脫穎而出、改善自身服務品質,本文以PZB服務品質的五個構面為基礎架構,並透過文獻回顧方式及整合專家意見,得醫學美容診所服務品質之次準則,並應用分析層級程序法(Analytic hierarchy process,簡稱AHP)建立層級結構後,製作問卷發放曾至醫學美容診所就診之顧客填寫,將顧客填答結果以EXCEL應用AHP進行分析,得PZB五構面及其次準則相對權重。藉由相對權重之優先順序提供業者改善自身服務品質,以便提高診所競爭力增加客源,並提供顧客於日後欲前往醫學美容診所就診時選擇良好醫學美診所之標準,亦可對於我國目前正發展觀光醫療美容產業提供參考。
In recent years, due to the economic take-off and living standards increase year by year, the people of Taiwan has been increasing emphasis on maintenance to maintain appearance, medical cosmetology has become the emerging industry. To enable operators in an increasingly competitive industry come to the fore and improve their quality of service, this research was based on five dimensions of PZB service quality model .Through literature review and integration of expert opinions, we get service quality sub-criteria of medical cosmetology clinic and apply AHP (Analytic hierarchy process, referred AHP) to establish hierarchy structure of service quality. Then questionnaire was produced and distributed to the customers who have ever visited the medical cosmetology clinic. By AHP to analyze the result, we got the relative weights of PZB five dimensions and criteria. With precedence of relative weights, it can provide industry to improve service quality, enhance competitiveness to increase customers, offer customers to choose a good standard of medical cosmetology, and offer the development of medical tourism industry reference in the future.