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題名: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
作者:賴欣欣
作者(外文):LAI,SHIN-SHIN
校院名稱:中華大學
系所名稱:科技管理博士學位學程
指導教授:賀力行
何煖軒
學位類別:博士
出版日期:2018
主題關鍵詞: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.”
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