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研究生:賴欣欣
研究生(外文):LAI,SHIN-SHIN
論文名稱:運用AHP與DEMATEL探討產後護理機構服務品質指標與改善策略之研究
論文名稱(外文):Investigating Postpartum Care Facility Service Quality Indicators and Improvement Strategies Using AHP and DEMATEL
指導教授:賀力行賀力行引用關係何煖軒何煖軒引用關係
指導教授(外文):HO, LI-HSINGHO,NUAN-HSUAN
口試委員:蘇純繒吳鴻輝李明君黃怡碩陳鎮江
口試委員(外文):SU,CHWEN-TZENGWU,HONG HUILEE,MING-GINHUANG,YI-SHUOCHEN, CHIANG-CHEN
口試日期:2018-05-14
學位類別:博士
校院名稱:中華大學
系所名稱:科技管理博士學位學程
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2018
畢業學年度:106
語文別:中文
論文頁數:97
中文關鍵詞:產後護理之家服務品質層級分析法決策實驗室分析法
外文關鍵詞:Postpartum Care FacilityService QualityAHPDecision Making Trial and Evaluation Laboratory (DEMATEL)
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近年來女性主義意識抬頭、家庭結構的改變,產婦在家坐月子的傳統模式已漸由專業的產後護理機構取代。目前台灣出現少子化現象,然而產後護理機構的數量並未因此減少,反而卻是逐年增加。面對為數眾多的產後護理機構,業者如何提升自身的服務品質、吸引顧客前來消費至為重要。因此本研究以該產業為研究主題,透過文獻回顧以及專家意見,以PZB服務品質五構面為基礎,彙整出產後護理機構服務品質的二十個準則,並進行問卷發放,發放對象為大專院校教授護理專業學者及任職於產後護理機構資深護理人員,最後運用層級分析法(AHP)與決策實驗室分析法(DEMATEL),得產後護理機構服務品質構面及準則之重要性優先順序與因果關係。研究結果發現產後護理機構服務品質優先順序,就構面而言,權重排序前三者分別為可靠性、保證性、反應性;就準則而言,權重排序前五位分別為完整產婦及嬰兒的健康與成長紀錄、問題及需求快速回應解決、良好品牌形象、人力充足、婦產科及小兒科醫生能定期巡視健檢產婦及嬰兒。因果關係方面,收費合理性、良好溝通、婦產科及小兒科醫生能定期巡視健檢產婦及嬰兒、個別的諮詢為最值得產後護理機構業者關注並加以改善之準則。
In recent years, because of the increasing awareness of feminism and changes in family structure, professional postpartum care facilities are gradually replacing lying-in women’s homes as the location of postpartum confinement. Although Taiwan experiences sub-replacement fertility, the number of postpartum care facilities in Taiwan continues to rise annually. Facing fierce competition created by the numerous postpartum care facilities available, postpartum care facilities must elevate their service quality to attract customers. Therefore, this study examined the postpartum care industry by conducting a literature review, collecting expert opinions, and using the five dimensions of the PZB service quality model to devise 20 service quality criteria for assessing postpartum care facilities. Surveys were disseminated to college and university professors, professional nursing scholars, and senior nursing personnel working in postpartum care facilities. Next, analytic hierarchy process (AHP) and decision-making trial and evaluation laboratory (DEMATEL) were employed to determine the order of importance of the postpartum care facility service quality dimensions and criteria as well as the causal relationships between these dimensions and criteria. The study results showed that for postpartum care facility service quality dimensions, the top three dimensions, listed in descending order, were reliability, assurance, and responsiveness. For postpartum care facility service quality criteria, the top five criteria, listed in descending order, were complete records of lying-in women and babies’ health and growth, immediate responses to customers’ problems and needs, favorable brand image, sufficient manpower, and obstetricians and pediatricians able to pay regular visits to perform health checkups on lying-in women and babies. Causal relationship results showed that postpartum care facilities must pay the most attention to and improve the criteria of “reasonable fees,” “favorable communication,” “obstetricians and pediatricians able to pay regular visits to perform health checkups on lying-in women and babies,” and “providing individual consultation.”
摘要 i
ABSTRACT ii
誌謝辭 iv
目錄 v
表目錄 vii
圖目錄 ix
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究範圍與限制 3
第四節 研究架構與流程 4
第二章 文獻回顧 6
第一節 坐月子的意涵 6
第二節 產後護理機構 7
第三節 服務品質 16
第四節 層級分析法 21
第五節 決策實驗室分析法 23
第三章 研究方法 24
第一節 文獻分析法 24
第二節 德爾菲法 25
第三節 評估指標建構 26
第四節 層級分析法運算 33
第五節 決策實驗室分析法運算 34
第四章 研究結果與分析 38
第一節 AHP結果與分析 38
第二節 構面間相互影響程度分析 48
第三節 準則間因果關係及相互影響程度分析 52
第五章 結論與建議 62
第一節 結論 62
第二節 建議 68
參考文獻 70
附錄A 76
附錄 B 83

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