隨著資訊科技之進展及資訊化的基礎建設日益完善，已改變了你我的生活。加上病患對於醫療品質之需求及期望日益提升，對於醫療業者而言，其面臨的挑戰愈趨艱困。因此，如何提供符合病患需要之醫療服務模式，使其充分滿足其需求與期望，並顯著改善醫院醫療服務品質，遂成為醫療業者須面對之重要課題。故本研究茲將運用Kano二維品質模式試圖找出病患關心之服務品質要素，並應用損失厭惡(loss aversion)理論解釋品質要素之意涵，進而從事新服務模式之發展，以期發展出符合病患需求之服務模式。關於此，本研究應用Kano模式之正反問項作為問卷設計之主體架構，同時配合新服務發展模式，預先找出病患關心之服務品質要素，即獲悉醫院需要改善之服務項目，並將其作為日後新服務發展之參考依據。最後，發展出新的醫院醫療服務模式。
With the progress and development of information technology, information infrastructure has become increasingly complete, which has changed our lives. Hence, patients nowadays have a higher demand for healthcare quality. In view of this, challenges faced by the healthcare industry have become more difficult than ever. Therefore, how to effectively create an innovative healthcare service mode that fully satisfies the patients’ needs and expectations and significantly improve service quality, remains a pressing issue for healthcare managers.
The Kano Two-Dimension Model is adopted in this study to attempt to find the service quality elements of customer care and apply the loss aversion theory for interpretation, thereby carrying out New Service Development (NSD) with hopes of developing a service mode in line with patients’ needs. The Kano mode’s positive and negative questions are used as the main structure of the questionnaire design. At the same time, the NSD is conjunctively used to find the service quality elements of patient care in order to obtain service items that require improvement. These items shall serve as the main basis for innovative models in the future. Finally, a new hospital healthcare service mode is developed.
