民眾對於新型冠狀病毒肺炎防疫措施之重要性認知與滿意程度

Explore the public awareness on the importance and satisfaction of the pandemic-prevention policies for COVID-19 by Importance Performance Analysis

陳佳音(Chia-Yin Chen) ； 柯妍嬪(Yan-Pin Ke) ； 薛淑青(Shu-Ching Hsueh) ； 林宗憲(Tsung-Hsien Lin) ； 陳美杏(Mei-Hsing Chen)

《健康促進研究與實務》 3卷2期 (2020/07) Pp. 21-29

https://doi.org/10.29442/HPRP.202007_3(2).0003

摘要

目的：以重要績效分析（Importance-Performance Analysis，IPA）探討民眾對於「新型冠狀病毒肺炎，Coronavirus disease 2019，COVID-19」防疫措施之重要性認知與滿意程度。方法：2020年3月發放問卷，回收347份，回收率達90.6%，信度：Cronbach's α值為0.946。透過問卷所得到的各項服務品質重要度與滿意度總平均值分別為4.76與4.71作為X軸及Y軸，以建立重要績效分析的二維度矩陣的臨界值，再利用各題平均的數據，繪製出顧客服務品質需求之重要度績效矩陣圖。結果：入口分流、量體溫、酒精乾洗手、戴外科口罩、詢問民眾「TOCC」、整體防疫措施落在第一象限「繼續保持」中，為特別重視及滿意的項目應要繼續保持；醫院門禁管制時間、住院訪客探訪時間、陪伴人數限制、慢性處方籤領藥（得來速）、停車場管制、網路與APP掛號落在第三象限「次要改善」，表示滿意度與重視度得分低於總平均，不用太過於集中資源於這些項目的改善；無任何項目落在第二象限「過度努力」及第四象限「優先改善」。結論：本研究結果發現無任何項目落在第二象限「過度努力」及第四象限「優先改善」，可能原因為民眾對於問卷項目皆認為高重要性及高滿意度。政府和各級醫療院所很用心在宣導防疫政策，報章雜誌、新聞皆可看到有關防疫措施的宣導，所以本院實施許多防疫措施雖然對於民眾造成許多不便，但是大多數民眾皆能體諒並且配合。

關鍵字

新型冠狀病毒肺炎 ； 重要績效分析 ； 滿意度分析 ； 防疫措施

並列摘要

Purpose: The study explored the public awareness on the importance and satisfaction of the pandemic-prevention policies for COVID-19 by Importance Performance Analysis (IPA). Method: We collected 347 patients' questionnaires and overall response rate is 90.6%. Cronbach's α is 0.946. The two scores for importance and satisfaction of service quality average score were 4.771 and 4.832, respectively. Use the average data of each question to draw the importance performance matrix of service quality. Results: Six items in the first quadrant (Keep Up the Good Work) included inlet diversion, body temperature measurement, alcohol disinfection, wearing surgical masks, asking about TOCC, overall anti-epidemic measures. Six items in the third quadrant (Low Priority) included entry time control, inpatient visiting time control, accompanying-person numbers limit, Drive-thru strategy for chronic illnesses medicine, parking lot control, internet/APP registration. No item falls in the second quadrant (Possible Overkill) and the fourth quadrant (Concentrate Here). Conclusion: No item falls in the second quadrant (Possible Overkill) and the fourth quadrant (Concentrate Here). The possible explanation is that the questions in the questionnaires are of high importance and high satisfaction. The government and medical institutions at all levels are very concerned with the promotion of anti-epidemic policies, newspapers, magazines, and news, so although many of the measures have been put into effect, most of the public can understand and cooperate.

並列關鍵字

COVID-19 ； Importance Performance Analysis, IPA ； Satisfaction analysis ； Anti-epidemic measures

參考文獻

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