醫用矯正鞋墊服務滿意之關鍵因素研究－以捷登冠國際有限公司為例

雙足是人類身體的「地基」同時也是肢體接觸地面承受身體壓力與地面反作用力最頻繁的部位。然而人們多因為身體姿勢不正確、足部重複動作頻率過高，或先天的問題（例如扁平足、高足弓或足弓異常）等因素，肇致足部負荷過度形成足疾問題衍生。過去許多研究與文獻皆證實矯正鞋墊有助於預防或改善足部疾病。但卻缺乏深入探討矯正鞋墊使用者的使用滿意程度的相關研究。因此本研究意欲探討消費者對於醫用矯正鞋墊服務滿意程度，以進一步瞭解醫用矯正鞋墊服務滿意之關鍵因素所在，並作為未來提升服務改善品質之參考依據。透過AHP與IPA將專家學者與終端顧客的意見整合分析，結果顯示服務滿意關鍵因素為：(1)銷售服務人員專業性、(2)線上銷售服務人員客訴之處置效率、(3)對銷售服務人員之專業信任度、(4)銷售服務人員說明之專業度、(5)銷售服務人員服務態度(同理心)。最後，本研究根據研究結論提出學術上與實務上的建議。

關鍵字

醫用矯正鞋墊；服務滿意；捷登冠國際有限公司；層級分析法；重要-表現程度分析法；強弱危機分析

並列摘要

As the “foundations” of human body, feet are the part of a body frequently touching the ground bearing both physical pressure and ground reaction. Nevertheless, faulty body posture, high frequency of repeated feet movements, or congenital problems, such as flatfoot, high arch, or arch abnormity, result in overload on feet and foot diseases. A lot of past research results had proved that Corrective Shoe Pad could help prevent or improve foot diseases; however, related research on user satisfaction with Corrective Shoe Pad service was not deeply discussed. The purposes of this study are investigating consumer satisfaction with the Medical Corrective Shoe Pad service and further understand the key factors as the reference for improving the quality of service in the future. Using the AHP and IPA, this study gives a comprehensive analysis of the opinions of experts and end users to understand the key factors of service satisfaction in Medical Corrective Shoe Pad. The results of research show that the key factors of Service Satisfaction for the Medical Corrective Shoe Pad are (1) the expertise of the sales service staff, (2) the online sales service staffs’ efficiency of handling customer complaints, (3) the professional credibility of the sales service staff, (4) the professional explanation of the sales service staff, and (5) the sales sevice staffs’ attitudes (empathy). Based on the findings, some suggestions are offered for reference of managerial practices and academic field.

並列關鍵字

Medical Corrective Shoe Pad ； Service Satisfaction ； Jet Crown International Co., Ltd. ； Analytic Hierarchy Process (AHP) ； Importance-Performance Analysis (IPA) ； SWOT Analysis

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凌鳳儀、蔡世昌、李家蓁 (2010)。台中航空站「兩岸航線」服務滿意度之研究。中華科技大學學報，42，287-314。

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醫用矯正鞋墊服務滿意之關鍵因素研究－以捷登冠國際有限公司為例

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