臺灣博碩士論文加值系統

本研究主要探討外部品管提供者對於參加能力試驗的檢驗單位所提供的顧客關係管理活動，於服務滿意度之影響。考量的顧客關係管理活動三大構面包括：(1). 外部品管者專業品質，衡量變項為作業程序與認知專業程度等；(2). 測試件型態，衡量變項為包裝及說明、頻率與時點等；(3). 機構認同度，衡量變項為專案與活動、成本與費用等。另外，在服務滿意度構面則包含有客戶口碑、以及態度與品質等衡量變項。研究議題共有三項：(1). 外部品管者專業品質對於顧客服務滿意度是否呈顯著正向關係？(2). 測試件型態對於顧客服務滿意度是否呈顯著正向關係？(3). 機構認同度對於顧客服務滿意度是否呈顯著正向關係？以作為提供外部品管機構提升滿意度的重要考量依據。具體的顧客關係管理活動的三大構面考量項目則涵蓋：品管測試件其寄出時點是否合適、工作人員是否具有良好專業知識、對於能力試驗的業務內容及作業流程是否熟悉各項能力試驗之訊息、檢體包裝是否完整、對於客戶所提供之專業服務與對客戶提出之意見是否能妥善處理並了解相關訊息、客戶困難時是否能表現關心、產品測試件的收費等，從顧客關係管理觀點所包含事項，探討顧客所關心事項與顧客對該事項之滿意度為目的。期望就目前外部品管機構針對顧客關係管理的各項活動中，辨別顧客認為重要但卻不滿意事項，以作為服務流程改善依據。研究結果為：一、外部品管者專業品質對於顧客服務滿意度呈顯著正向關係；二、測試件型態對於顧客服務滿意度呈顯著正向關係；三、機構認同度對於顧客服務滿意度呈顯著正向關係。本研究對於提升我國之醫事檢驗外部品管提供者運用顧客關係管理活動提升服務滿意度具有正面且實質之參考價值。

This study focused on the effectiveness of service satisfaction for the customer relationship management activities to primary medical laboratory institutions provided by external quality control institution. Taking three dimensions of customer relationship management activities into account, including (1) the professional quality of external quality control institution and with the factors of operation process and the sense of professional level; (2) the pattern of testing unit and with the packaging and instructions, frequency and time point; (3) degree of institutional recognition, measurement variables for the projects and activities, costs and expenses. Furthermore, dimensions of service satisfaction while containing customer reputation, attitude, and quality variables. There are three research issues: (1) whether the proficiency testing organization (external quality control provider) for the professional quality of customer service satisfaction is a significant positive relationship or not? (2) whether the testing unit pattern and the customer service satisfaction is a significantly positive relationship or not? (3) whether the degree of institutional recognition and the customer service satisfaction is a significantly positive relationship or not? The result of these issues could provide external quality control institutions the suggestions to improve their satisfaction. Specific customer relationship management activities of the three dimensions considering the dimentions covers as to enhance important consideration in satisfaction based: to measured that have the ability to participate in pilot testing unit test cases for the quality control of their sending time is right or not, the staff have good expertise or not, in the business for the ability to test the content and processes are familiar with the messages of the proficiency testing samples or not, whether the packaging is complete or not. Dealing with the test pieces in order to verify the overall satisfaction. From the customer relationship management point of view, respectively, workflow, job marketing planning, the interaction with customers three dimensions, three dimensions are contained on this matter of interest to explore the customer issues and customer satisfaction on the matters for the purpose. The external quality control provider is on the current expectations of customer relationship management for various activities, and, it is important to distinguish customers are not satisfied with the matter, as a basis for process improvement services. The results of this thesis are: First, for the community laboratory testing unit pattern of the quality of the product side, the customer's willingness to participate in the cost of the fees and annual testing, product packaging, instructions and send the time the importance of and satisfaction as a significant positive correlation. Second, the customer operation planning and customer interaction of the two dimensions of importance and satisfaction as a significant positive correlation. Third, operating procedures, marketing planning and customer interaction between the importance of three dimensions into a significant positive correlation; satisfaction significant positive correlation. And forth, the question items in the weighted satisfaction with the placement of the matrix, pressing down on those who make improvements to improve the region, and asked items include: (1) Professional quality, to provide professional services for customers, customer opinions can be made to properly handle; (2) Services attitude for the understanding of the relevant information. Customers can show concern difficulties. And, in order to toward the service quality and customer interaction to understanding; (3) Product testing pieces of fees asked for items discussed.

誌謝 4
中文摘要5
英文摘要6
目錄 8
圖目錄10
表目錄11
第一章緒論 12
第一節 研究背景12
第二節 研究動機13
第三節 研究目的14
第四節 研究範圍 15
第五節 研究流程 16
第二章文獻探討 17
第一節 醫事檢驗作業概述17
一、醫事檢驗作業之法源依據與規範17
二、醫事檢驗機構之型態及現況 17
三、醫事檢驗之服務品質與顧客滿意18
第二節 服務品質
一、服務品質之定義與性質19
二、內部服務品質 20
三、外部服務品質 21
四、服務品質衡量構面 23
五、顧客關係活動之服務品質衡量構面25
第三節 顧客關係管理 29
一、顧客滿意度的定義29
二、顧客滿意度理論 32
三、顧客滿意度之測量33
第三章研究方法 34
第一節研究架構與研究假設34
第二節研究對象與資料蒐集方法36
第三節問卷設計與前測 37
第四節資料處理與分析方法42
第四章結果分析與討論43
第一節敘述性統計分析43
第二節結果分析及假說檢定說明48
第五章結論與建議 52
第一節研究結論 52
第二節研究建議 53
參考文獻 54
附錄 60

圖 目 錄
圖1-1 本研究流程 16
圖2-2 PZB服務品質擴展模式24
圖3–1 本研究之結構關係圖 34
圖4-1 本研究模式分析結果圖51

表 目 錄
表2-1 內部服務品質定義 21
表2-2 外部顧客與內部顧客之不同21
表2-3 外部顧客的定義 22
表2-4 內部服務品質組成25
表2-5 服務品質構面整理26
表2-6 顧客滿意度的定義29
表3–1 問卷設計構面變項量表37
表3-2 外部品管提供者運用顧客關係管理活動提升服務滿意度問卷39
表4-1 專家資料表 43
表4-2 前測之構面信度45
表4-3 受測單位統計變數之敘述統計分析表46
表4-4 受測機構的類別敘述統計表 47
表4-5 各構面之信度檢定統計分析表48
表4-6 各因素構面之皮爾森(Pearson)相關矩陣表48
表 表4-7 外部品管者專業品質、測試件型態、機構認同度與顧客服務滿意
度之複迴歸分析表50
表4-8複迴歸檢驗分析結果51

中文：
1.醫療法, http://law.moj.gov.tw/LawClass/LawAll.aspx?PCode=L0020021, 全國法規資料庫, 2009.
2. 醫事檢驗師法, http://law.moj.gov.tw/LawClass/LawAll.aspx?PCode=L0020090, 全國法規資料庫, 2009.
3. 醫療機構設置標準, http://law.moj.gov.tw/LawClass/LawContent.aspx?PCODE=L0020025, 全國法規資料庫, 2006.
4. 醫院評鑑基準, www.tnchb.gov.tw/CmsFile/20092251015245, 台南市衛生局, 2006.
5. 中華民國統計資訊網, 中華民國行業分類標準, http://www.stat.gov.tw/ct.asp?xItem=13759&ctNode=1309, 2008.
6. 柯力豪, “花蓮某醫學中心醫護人員對檢驗服務品質與滿意度之研究,” 慈濟大學公共衛生研究所碩士論文, 2008.
7. 楊文敏, “中國信託商業銀行服務品質之研究—顧客滿意度的觀點,” 南華大學管理科學研究所碩士論文, 2005.
8. 林素鈺, “服務品質模式之演變,” 品質月刊, 40(7), pp.68-74, 2004.
9. 翁崇雄, “服務品質評量模式之研究,” 中山管理評論,8(1), pp.105-122, 2000.
10. 蘇武龍, “住院服務品質與病患滿意度之探討--以成大、奇美醫院為例,”國立成功大學工業管理學系碩士論文, 2000.
11. 蘇雲華, ”服務品質衡量方法之比較研究,” 國立中山大學企業管理研究所博士論文, 1995.
12. 鄧維兆、江淑瀅, “內、外部服務品質與整體顧客滿意度之關係探究-以新竹牧場為例,” 第四十二屆品質年會, 勤益技術學院, 2006.
13. 楊錦洲, “外部顧客與內部人員對品質屬性之認知的差異分析,” 中原學報, 28(4), 2000.
14. 陳澤義, “服務管理,” 華泰文化事業股份有限公司, 台北, 2005.
15. 林志鈞、陳菀揚, “中價位自助餐廳之顧客滿意度調查與行銷方式探討-以中部某餐廳連鎖為例,” 第一屆觀光休閒暨餐旅產業永續經營研討會, 2001.
16. 謝月貞、簡毓芬,” 以服務缺口模式探討門診檢驗採檢服務品質─以某區域教學醫院為例,” 國立台灣大學附設醫院雲林分院，台大醫院雲林分院第三十六期電子報，2010.
17. 黃惠玲,” 專業協會成員之認同程度、投入程度與其滿意度之關聯~以新竹市人力資源協會為例,” 國立中央大學人力資源管理研究所未出版碩士論文, 2003.
18. 行政院衛生署, “台灣地區醫事檢驗機構愛滋病抗體檢驗現況之調查及品質提升計劃,” 行政院衛生署疾病管制局九十五年度科技研究發展計畫結案報告，2006.
19. 蕭麗君、王敦仁、何信重, ” 馬偕紀念醫院血庫品管指標執行成果分析探討,” J Biomed Lab Sci, 22(1), 2010.
20. 張志昇, “以病人照護為中心的輸血醫學品管指標,” 台灣輸血學會會刊pp. 192, 2009.
21. 蔡依倫,” 宗教醫院志工組織認同與組織承諾之研究-與非宗教醫院志工作比較,” 國立中山大學公共事務管理研究所未出版碩士論文, 2000.
22. 高雄榮民總醫院, “97 年品管指標彙總表,” http://www.vghks.gov.tw/ bbk/doc/97年品管指標彙總表.doc，2009。
23. 馬偕紀念醫院, “醫事檢驗科品質手冊,” 台北：馬偕紀念醫院, 2006.
24. 98年度基層醫事機構檢驗能力測試暨教育訓練課程計畫書, 2009
英文：
1. Carman, J. M., “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, 66(1), pp. 33-55, 1990.
2. Cronin, J. J. and Taylor S. A., “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, 56(3), pp. 55-68, 1992.
3. Crosby, L. A., Evans, K. A. and Cowles, D., ”Relationship Quality in Services Selling: An Interpersonal Influence Perspective,” Journal of Marketing, 54(3), pp. 68-82, 1990.
4. Czepiel, J. A., “Perspective on Customer Satisfaction,” American Management Association, New York, 1974.
5. Dawes, Robyn M., David Singer, and Frank Lemons, “An Experimental Analysis of the Contrast Effect and Its Implications for Intergroup Communication and the Indirect Assessment of Attitude,” Journal of Personality and Social Psychology, 21 (March), pp.281-295, 1972.
6. Day, R. L., “Extending the concept of consumer satisfaction,” Advance in Consumer Research, 4(1), pp. 149-154, 1977.
7. Fornell, C., “A national customer satisfaction barometer: the Swedish experience,” Journal of Marketing, 56(1), pp. 6-21, 1992.
8. Garvin David A., “The Process of Organization and Management,” Sloan Management Review, pp. 33-48, 1998.
9. Day, R. L., ” Extending the Concept of Consumer Satisfaction. Advances in Consumer Research, 4(1), pp. 149-154, 1977.
10. Hallowell, R., Schlesinger, L. A., & Zornitsky, J., “Internal service quality, customer and job satisfaction: Linkages and implications for management. Human Resource Planning,” 19(2), pp.20-31, 1996.
11. Hart, A. W., ”The social and organizational influence of principals: Evaluating principals in context,” Peabody Journal of Education, 68(1), 37-57, 1992.
12. Helson, “Adaptation Level Theory,” New York：Harper & Row, 1964.
13. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A., “Putting the service-profit chain to work. Harvard Business Review,“ 72(2), pp. 164-174, 1994.
14. Heskett,J. L., Sasser, W., & Hart, C. W. L., “Service Breakthroughs,” New York: The Fress Press, 1990.
15. Hovland, C. I., “The order of presentation in persuasion,” New Haven, CT: Yale University Press, 1957.
16. Howard, J. A., & Sheth, J. N., “The theory of buyer behavior,” New York: Wiley, 1969.
17. Huppertz, J. W., Arenson, S. J., and Evans, R. H., “An Application of Equity Theory to Buyer–Seller Exchange Situations,” Journal of Marketing The impact of differential pricing on price fairness, emotions and behavioral responses References 76 FCU e-Thesys (2005) Research, 15 (May), pp. 250-260, 1978.
18. Johnson, William L.A., “primary- and second-order component analysis of the organizational identification questionnaire,” Educational and Psychological Measurement, Durham; 59(1), pp. 159, 1999.
19. Kotler, P., “Marketing management: analysis, planning, implementation, and control (8th ed.),” Englewood Cliffs, N.J.: Prentice Hall, 1994.
20. Lehtinen, U., & Lehtinen, J. R., “Two Approaches to Service Quality Dimensions,” The Service Industries Journal, 11(3), pp. 287-303, 1991.
21. Marshall, G. W., Baker J. & Finn D. W., “Exploring internal customer service quality,” The Journal of Business & Industrial Marketing, 13(4/5), pp.381-392, 1998.
22. Mael, F.A. & Tetrick, L.E., “Identifying organizational identification,” Educational and Psychological Measurement, Durham; 52(4), pp. 813, 1992.
23. Oliver, R. L., & DeSarbo, W. S., “Response Determinants in Satisfaction Judgments. Journal of Consumer Research,” 14(4), pp. 495, 1988.
24. Oliver, R. L., “Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), pp. 25-48, 1981.
25. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. ,”Moving forward in service quality research: measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intensions link,” Marketing Science Institute Working Paper, pp.99-114, 1994.
26. Parasuraman, A., Zeithaml V. A., and Berry L. L., “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, 67, Winter, pp. 420-450, 1991.
27. Parasuraman, A., Zeithaml, V. A., & Berry, L. L., ”SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality,” Journal of Retailing, 64(1), pp.12-40, 1988.
28. Parasuraman, A., Zeithaml Valarie A. & Leonard L Berry, “Problems and Strategies in Service Marketing,” Journal of Marketing, 49 (Spring), pp.33-46, 1985.
29. Parasuraman, A., Zeithaml Valarie A. & Leonard L Berry, “A Conceptual Model of Service Quality and Its Implication for Future Research,” Journal of Marketing, 49(Fall), pp.41-50, 1985.
30. Pfaff, M., “The index of consumer satisfaction: Measurement problems and opportunities,” In: H. K. Hunt (Eds.), Conceptualization and measurement of consumer satisfaction and dissatisfaction, pp. 36–71. Cambridge, MA: Marketing Science Institute, 1977.
31. Sasser, W. E., Olsen, R. P., & Wyckoff, D. D., “Management of service operations: text, cases, and readings,” Allyn & Bacon, Boston, 1978.
32. Teas, R. K., “Expectations, performance evaluation, and consumers’ perceptions of quality,” Journal of Marketing, 57(4), pp.18-34, 1993.
33. Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R., ”Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire,” MIS Quarterly, 21(2), pp.195-208, 1997.
34. Weiner, Bernard ,''An Attributional Theoy of Achievement Motivation and the Emotion,'' Psychological Review, pp.548-573, 1978.
35. Weiner, D. Russell, & D. Lerman, “The Cognition-Emotion Process in Achievement-Related Contexts,” Journal of Personality and Social Psychology, 37, pp.1211-1220, 1979.
36. Zeithaml, V.A. & Leonard, L. Berry, "Five Imperatives for Improving Service Quality," Sloan Management Review, pp.29-39, Summer, 1990.
37. Zeithaml, V.A. & Binter, M.J., “Services Marketing: Integrating Customer Focus Across the Firm (3 ed.), New York, McGraw-Hill, 2002.
38. Parasuraman A., Zeithaml V.A., Berry L.L., ”A Conceptual Model of Service Quality and its Implication for Future Research,” Journal of Marketing, 49, pp.41-50.
39. Zemke, R.E. & Schaaf, R., “The service edge: 101 Companies that profit from customer care,” NY: NAL, 1989.