為了解高雄地區的民眾對於會員制連鎖健康檢查機構服務的認知及態度，本研究 於 1999 年 6 月至 1999 年 12 月間以高雄地區某會員制連鎖健檢機構為例進行健康檢查 服務之態度調查，以瞭解健檢機構會員對各項服務屬性之偏好與滿意度，預期研究結果可做 為管理資源分配的依據。 研究對象為 1999 年 6 月至 1999 年 12 月間曾於高雄地區某會 員制連鎖健檢機構接受健康檢查的複診會員及其家屬為本研究調查對象，測量工具採自填式 問卷，總共發出問卷 2500 份， 回收有效問卷共 1063 份（回收率 42.52 ％），並以重要 性－績效矩陣分析為本研究之分析方法。研究結果顯示，民眾認為「檢查結果準確性」為最 重要的服務屬性，且其滿意度也較高。此外，民眾亦認為「專科醫師提供會診及詳細的解讀 報告」、「準確性高的檢查結果」、「專屬的檢查設備及空間」等項目為健檢機構重要的服 務屬性。

　　　　　Competitive pressures on health service providers today are very strong. And several studies indicate that the primary determinants of survival for hospitals are utilization rates and not operational efficiencies. To the primary focus of hospital administrators, it becomes imperative for them to find out why patients choose some Providers over others. Understanding consumers' perceptions of health service providers and molding desired perceptions with appropriate marketing strategies will be among the key tasks for future health care service administrators. Only those health care providers with a clear understanding of their competitive standing will be able to thrive. With this in mind, we introduced a managerial analytic technical to assist administrators of health examination service providers in distributing organization's resource. A managerial analytic technical is based on the importance-performance analysis conceived by John Martilla and John James.