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| ???org.dspace.app.webui.jsptag.ItemTag.dcfield??? | Value | Language |
|---|---|---|
| dc.contributor.advisor | 余峻瑜(Jun-Yu Yu) | |
| dc.contributor.author | NUOAN FANG | en |
| dc.contributor.author | 方諾安 | zh_TW |
| dc.date.accessioned | 2022-11-23T08:57:41Z | - |
| dc.date.available | 2022-01-17 | |
| dc.date.available | 2022-11-23T08:57:41Z | - |
| dc.date.copyright | 2022-01-17 | |
| dc.date.issued | 2021 | |
| dc.date.submitted | 2021-11-09 | |
| dc.identifier.citation | 1. 《Impact of COVID-19 on Telehealth》June 2020 Vol 13, No 3 - AVBCC COVID-19 Highlights 2. Eun Kyoung Yun Kee Moon Chun(2008), :Application of DFSS (Design For Six Sigma) and SERVQUAL, NURSING ECONOMIC,Critical to Quality in Telemedicine Service Management, /Vol. 26/No. 6 3. Gary Freiburger, Mary Holcomb, Dave Piper (2007),J Telemed Telecare; The STARPAHC collection: part of an archive of the history of telemedicine 13(5):221-3. 4. Strehle EM, Shabde N.(2006), One hundred years of telemedicine: does this new technology have a place in paediatrics? Archives of Disease in Childhood, 91(12):956–959. 5. WHO.(1997) A health telematics policy in support of WHO’s Health-For-All strategy for global health development: report of the WHO group consultation on health telematics, 11–16 December, Geneva, 6. Eun Kyoung Yun Kee Moon Chun , Critical to Quality in Telemedicine Service Management: Application of DFSS (Design For Six Sigma) and SERVQUAL,NURSING ECONOMIC$/November-December 2008/Vol. 26/No. 6 7. Cynthia M Lerouge, Monica J garfield2, Alan r Hevner (2015),Patient perspectives of telemedicine quality, Patient Preference and Adherence:9 25–40 8. Karsten Hadwich, Dominik Georgi，Sven Tuzovic, Julia Bu ̈ttner, Manfred Bruhn(2010) , Perceived quality of e-health services A conceptual scale development of e-health service quality based on the C-OAR-SE approach，International Journal of Pharmaceutical and Healthcare Marketing Vol. 4 No. 2 9. Parasuraman, A., Zeithaml, V.A. Berry, L.L.(1985), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing Vol.49, pp.41-50. 10. Crosby, P.B. (1979) , Quality Is Free: The Art of Making Quality Certain. McGraw-Hill, New York. 11. Grönroos, C.(1982), “An applied service marketing theory”, European Journal of Marketing, 16(7), 30-41 12. Takeuchi and Quelch (1983), Quality is More Than Making a Good Product，Harvard Business Review No. 83417 13. Sasser, W.E., R.P. Olsen and D.D. Wyckoff(1978), Management of Service Operation :Text and Cases, Allyn and Bacon Inc 14. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry (1988), Communication and Control Processes in the Delivery of Service Quality，journal of Marketing Vol. 52,35-48 15. Langeard, Eric, John E. G. Bateson, Christopher H. Love- lock, and Pierre Eiglier (1981), Services Marketing: New Insightsfrom Consumers and Managers. Cambridge, MA:Marketing Science Institute. 16. Ivancevich, J. M. and J. T. McMahon (1982), 'The Effects of Goal Setting, External Feedback, and Self-Generated Feedback on Outcome Variables: A Field Experiment,' Academy of Management Journal, 25 (2), 359-72. 17. Levitt, Ted (1976), 'Industrialization of Service,' Harvard Business Review, 54 (September-October), 63-74. 18. Glass, D. C. and J. E. Singer (1972), Urban Stress. New York: Academic Press, Inc. 19. Parasuraman, A., Zeithaml, V. A., Berry, L .L. (1991). Delivering quality service：Balancing Perceptions and Expectations 20. Jay W. Forrester(1968), Industrial Dynamics—After the First Decade, Management Science Vol. 14, No. 7 21. 謝長宏(1980)，《系統動態學: 理論・方法與應用》，中興管理顧問公司 22. 陶在樸(2003)，《系統動態學》，五南出版社 | |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/79300 | - |
| dc.description.abstract | 遠距醫療一詞自1970年被提出後，發展已行之有年。在隨著資訊通信技術的進步後，其所包含的形式也開始涵蓋到更多元的服務類型，如遠程醫療會診、電子健康檔案、慢性病管理等。本研究主要針對中國的互聯網醫療市場為背景進行研究，有別於其他地區的遠距醫療，中國較快速全面地開始嘗試了「互聯網醫療平台商業模式」的探索。然而在市場快速成長、前景一片利好的同時，也爆發出了諸如漏診、誤診、無法核驗醫生身份等品質問題。不僅對問診人的求醫體驗造成不良影響，甚至會危及到其安全，並對醫患信任都造成衝擊。 因此本研究以「好大夫在線」平台的「在線問診」業務為研究對象，通過爬取黑貓投訴平台上2018年5月25日至2021年3月9日的500條客訴，並經過文字探勘整理後找出主要問題。而後以修正後的PZB 模型為理論基礎進行缺口分析；並通過系統思考構建因果回饋環路圖，找到產生這些問題背後的關鍵因素。 最後得出的結論有：1.平台與醫生作為服務協同提供者，其溝通與理解一致性對服務品質起著關鍵的作用。 2.往往不是實際問診中的因素決定最終服務品質，而是顧客旅程中的前置準備作業與後續的售後處理，如問診人上傳的資料的品質，以及對整個服務流程的風險管理。 3.「問診人的預期」是一個關鍵因素，因此平台如何定位自身的服務、如何在服務條款中承諾、如何定價與如何宣傳，都會很大程度影響最後消費者的觀感。因此去重新思考自身業務的定位，與商業化的合適時機與方式，是所有在線問診平台都應該思考的問題。 | zh_TW |
| dc.description.provenance | Made available in DSpace on 2022-11-23T08:57:41Z (GMT). No. of bitstreams: 1 U0001-0811202116132100.pdf: 4751640 bytes, checksum: 7c853ad23fca9c35c258373e634b71df (MD5) Previous issue date: 2021 | en |
| dc.description.tableofcontents | ⼝試委員會審定書 ..................................................................................................................... II 謝辭 ............................................................................................................................................... III 中⽂摘要 ...................................................................................................................................... IV 英⽂摘要 ....................................................................................................................................... V 目錄 ............................................................................................................................................. VII 圖目錄 ........................................................................................................................................... X 表目錄 ........................................................................................................................................ XII 第⼀章 緒論 ................................................................................................................................. 1 1.1 研究背景與動機 .......................................................................................................... 1 1.2 研究目的 ........................................................................................................................ 3 1.3 研究架構 ........................................................................................................................ 4 1.4 論⽂架構 ........................................................................................................................ 5 第⼆章 ⽂獻回顧 ........................................................................................................................ 6 2.1 遠距醫療發展與互聯網醫療的出現 .................................................................... 6 2.1.1 遠距醫療之歷史 ............................................................................................ 6 2.1.2 互聯網醫療之新興商業模式 ...................................................................... 7 2.2 服務品質評估相關研究 ........................................................................................... 8 2.2.1 服務之定義與特性 ........................................................................................ 8 2.2.2 服務品質之定義與相關評估指標 .............................................................. 9 2.3 PZB model之介紹與應用 ................................................................................... 11 2.3.1 PZB model 模型架構簡介 ...................................................................... 12 2.3.2 四⼤缺⼝介绍 ............................................................................................. 13 2.3.3 SERVQUAL model ................................................................................... 18 2.4 研究缺⼝ ..................................................................................................................... 19 第三章 研究⽅法 ...................................................................................................................... 20 3.1 爬蟲與⽂本探勘 ....................................................................................................... 20 3.2 系統思考與因果回饋環路圖 ................................................................................ 20 第四章 研究對象 ...................................................................................................................... 24 4.1 研究個案公司介紹 .................................................................................................. 24 4.1.1 好⼤夫在線簡介 ............................................................................................ 24 4.1.2 在線問診業務流程介紹（以使用者角度） ......................................... 24 4.1.3 在線問診服務之顧客選擇與評價相關頁面 ........................................ 26 4.2 客訴資料獲取與分類 .............................................................................................. 29 4.2.1 ⿊貓投訴平台獲取客訴資料 .................................................................... 29 4.2.2 客訴資料的⽂字處理與分類結果 ............................................................ 30 第五章 模型建構 ...................................................................................................................... 33 5.1 PZB model的調整與修正 ....................................................................................... 33 5.1.1 修正後模型介紹 .......................................................................................... 33 5.1.2 PZB model兩個版本之對比 ...................................................................... 37 5.2 運用修正後模型實際分析在線問診之客訴問題 ............................................ 38 5.2.1 A1->B1：醫⽣與問診⼈的PZB model分析 ........................................ 38 5.2.2 A2->B1：互聯網醫療平台與問診⼈的PZB model分析 ................. 41 5.3 構建客訴問題的因果回饋環路圖 ....................................................................... 43 5.3.1 將客訴問題按顧客旅程順序放⼊因果回饋環路圖中 ...................... 43 5.3.2 構建因果回饋環路圖模型 ........................................................................ 45 5.3.3 因果回饋環路圖的主要軀幹部分 .......................................................... 50 5.3.4 因果回饋環路圖中的互動較⾼的「樞紐點」 .................................... 52 第六章 結論 ............................................................................................................................... 55 第七章 研究限制與未來展望 ............................................................................................... 58 參考⽂獻 ...................................................................................................................................... 60 | |
| dc.language.iso | zh-TW | |
| dc.title | 以PZB模型與系統思考來分析在線問診之服務品質 | zh_TW |
| dc.title | Analyze the service quality of Online Medical Consultation with PZB model and systems thinking | en |
| dc.date.schoolyear | 110-1 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 陳世英(Hsin-Tsai Liu),莊皓鈞(Chih-Yang Tseng) | |
| dc.subject.keyword | 遠距醫療,在線問診,服務品質,PZB model,系統思考, | zh_TW |
| dc.subject.keyword | telemedicine,online medical consultation,service quality,PZB model,systems thinking, | en |
| dc.relation.page | 62 | |
| dc.identifier.doi | 10.6342/NTU202104468 | |
| dc.rights.note | 同意授權(全球公開) | |
| dc.date.accepted | 2021-11-10 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 商學研究所 | zh_TW |
| Appears in Collections: | 商學研究所 | |
Files in This Item:
| File | Size | Format | |
|---|---|---|---|
| U0001-0811202116132100.pdf | 4.64 MB | Adobe PDF | View/Open |
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