健保診所之服務品質研究：以V診所為例

Abstract

一般而言，健保顧客對小型診所是數量最多的族群，也是經營自費顧客的最好起點。如果可以和健保顧客持續互動、提供令人滿意的服務、與顧客建立信任關係，當健保顧客出現自費治療需求時就會更願意給熟悉的診所和醫生服務的機會。此論文以一家位於新北市的骨科/復健治療診所V診所為研究對象，利用SERVQUAL量表和深度訪談去研究小型診所健保顧客對於服務品質的滿意度，再以此結果研擬更為客製化的服務。

With the deployment of National Health Insurance (NHI), the competition in the healthcare industry in Taiwan has been fierce. As a result, small clinics should need to provide superior services to increase their differentiation and competitive advantage. Therefore, this study adopts the case study methodology to explore the service strategies of a bone/rehabilitation treatment clinic through the five dimensions of service quality (i.e., reliability, responsiveness, assurance, empathy, and tangibles). Implications, limitations, and future research directions are then discussed.