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研究生:劉姵君
研究生(外文):Pei- Chun Liu
論文名稱:影響健保藥局之資訊建構因素暨客戶滿意度研究-以中部地區藥局為例
論文名稱(外文):Study On Success Factors Of Pharmacy Information System And Customer Satisfaction :The Central Taiwan Firms As Example
指導教授:陳世良陳世良引用關係
指導教授(外文):Shieh-Liang Chen
學位類別:碩士
校院名稱:國立彰化師範大學
系所名稱:企業管理學系國際企業經營管理
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2010
畢業學年度:98
語文別:中文
論文頁數:68
中文關鍵詞:健保藥局滿意度應用軟體
外文關鍵詞:Pharmacysatisfactionapplication software
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本研究旨在探討健保藥局在導入健保藥局應用軟體後,藥師在執行健保調劑業 務時使用的滿意度之影響研究。
本研究之研究對象為台灣台中縣市的健保藥局,其導入電腦系統進行輔助 經營與健保費用申報系統上和藥師應法規執行病患訪談與藥事服務方面,健保 藥局如何應用或導入系統公司開發相關系統以提升藥師專業工作,本研究將以健保藥局為例進行系統導入過程與相關應用的使用過程與使用績效分 析,並配合台灣健保藥局進行導入的管理系統的各項影響經營績效的構因而再 以這些構因進行問卷設計與統計研究,再彙整專家問卷意見說明台灣健保藥局 產業發展與特性,並且分別從產業特性與藥事法規的影響,健保業務經營與提 供藥事服務的差異探討,經由比較分析後,結論分述如下:

1 軟體公司的「資訊品質」和「服務品質」越好,則健保藥局對於健保軟體的「認知績效」越好。
2. 健保軟體「系統品質」越好,則健保藥局對於健保軟體的「認知績效」越佳。
3. 藥師對於軟體的「藥事服務之輔助功能」越多越強,則健保軟體的「認知績效」越佳。
4. 健保藥局的管理者對於軟體的使用情況其「電腦自我效能」的程度越高,則健保藥局的管理者對於健保軟體的「認知績效」程度也會越高。
5. 藥師對於軟體的「認知績效」的程度越高,則「滿意度」也會越高。

The study aims to explore the influence of user satisfaction when pharmacists fill a prescription after pharmacies adopt application software.
Research subjects for the study are the pharmacies in Taichung City and Taichung County. Aspects include the computer system assisting management, health insurance cost reporting system, pharmacists interviewing patients and offering service, and pharmacies applying related system to increase rofessional efficiency. The study draws examples of pharmacies adopting systematic process and related applications and analyzes effectiveness. Moreover supplement the various determining factors, design surveys and conduct statistics research. Then synthesize the professional opinions to illustrate
Taiwanese pharmacies industrial development and its characteristics. Further, explore, compare and analyze the differences among the influence of industrial characteristics and regulations, health insurance management and service.

Conclusions are as follows:

1. The higher information and service quality of software provider leads the better perceived performance of pharmacies.
2. The higher system quality of software procider leads the better perceived performant of pharmacies.
3. The stronger support function of software perceived by pharmacies leads the higher satisfaction.
4. The higher self effectiveness of user at pharmacies leads the better perceived performace of pharmacies.
5. The higher perceived performance of pharmacies leads the better satisfaction.

目 錄................................................ Ⅰ
圖目錄 ............................................... Ⅱ
表目錄 ................................................ Ⅴ

第一章 緒論 ............................................ 1
第一節 研究背景與動機 ........................ 1
第二節 研究問題與目的 ........................ 3
第三節 研究範圍與流程..................... 5



第二章 研究文獻 ................................. 7
第一節 健保藥局概況.................... 7
第二節 醫藥分業............................... 7
第三節 健保特約藥局與醫療機構的關係................... 14
第四節 藥師的角色扮演................................ 14
第五節 資訊科技(IT)..................... 16
第六節 科技接受模式(TAM)............................... 20
第七節 健保申報管理系統.............. 24

第三章 研究方法 ................................. 29
第一節 研究架構 ............................ 29
第二節 研究方法........................... 32
第三節 研究假設..............................35
第四節 研究對象........................... .35
第五節 構面變數的操作性定義與問卷設計................36
第六節 問卷發放............................42
第七節 學者專家審查結果...........................44
第八節 資料分析工具與方法.............................47

第四章 研究結果.................................... 48
第一節 信度檢測………………………………………………….……49
第二節 敘述性統計………………………………………………….…51
第三節 探索性因素分析…………………………………………….…59
第四節 假設驗證…………………………………………………….…60
第五節 實證結果…………………………………………………….…62

第五章 結論與建議 ........................... 64
第一節 研究結論 …………………………………………….……64
第二節 研究限制……………………………………………………67
第三節 後續研究建議 …………………………………………… 68




參考文獻 ...................................... 69

一、 中文部份 69
二、 英文部分 71
三、 網路部份 81

附錄一 問卷 ........................................ 82


圖目錄

圖1-1 本研究流程圖.................................. . 5
圖1-2 研究流程.......................................... 6
圖2-1 科技接受模式(TAM)理論架構圖..................... 20
圖2-2 藥局業務簡圖........................... . 25
圖3-1 本研究架構圖................................ 31
圖4-1 藥師執業的工作流程表................ 49


表目錄

表 2-1 健保藥局區分表 ........................... 12
表 2-2 健保藥局每月處方張數區分表. .................. 12
表 2-3 各學者對軟體應用對於各項影響滿意度構因論述內容表.... 17
表 2-4 TAM 近期的相關研究 .......................... 23
表 2-5 有關 POS 的定義,有很多文獻整理 ......................25
表 2-6 dpcip 健保藥局申報管理系統軟體功能說明.............. 26
表3-1 研究架構構面之間關係與其論述內容 ................... 32
表3-2 研究假設 .........................................35
表3-3 資訊與服務品質問...........................36
表3-4 系統品質問項...................................38
表3-5 提供藥事服務輔助功能問項........................39
表3-6 .電腦自我效能問項 .........................40
表3-7 認知績效問項.....................................41
表3-8 滿意度問項…………………..………………......42
表3-9 問項修正表…..……………………..….………….......44
表4-1 各構面信度 Cronbach’s α 值表....................50
表4-2 資訊與服務品質問敘述統計.........................54
表4-3 系統品質構面敘述統計表................55
表4-4 提供藥事服務之輔助功能構面之敘述統計...............56
表4-5 認知績效敘述統計............................56
表4-6 電腦自我效能敘述統計....................57
表4-7 滿意度敘述統計敘述統計................58
表4-8 Rotated Component Matrix(a)……………………………….59
表4-9 驗證性因素分析表………………………………………………………60
表4-10 模型配適度表 …………………………………………………………62
表4-11 研究假設檢定結果匯整表…….….………….……..………...63






一、中文部分

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三、 網路部份

台灣美斯可股份有限公司網站
http://www.misc.com.tw

台灣IBM 公司 Louts software
http://www-306.ibm.com/software/tw/lotus/index.html
健保局網路資料網站
http://www.nhi.gov.tw/

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