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Title page for etd-0911118-141751


URN etd-0911118-141751 Statistics This thesis had been viewed 96 times. Download 0 times.
Author Hsiu-wen Hsu
Author's Email Address No Public.
Department Industrial Design
Year 2017 Semester 2
Degree Master Type of Document Master's Thesis
Language zh-TW.Big5 Chinese Page Count 120
Title Enhancing customer service and service quality from the perspective of service design - a case study of dental self-pay medical service
Keyword
  • service design
  • medical satisfaction
  • medical experience
  • medical experience
  • medical satisfaction
  • service design
  • Abstract Founded in 1863, the Mayo Medical Center is known as the most prestigious, competitive and vital medical service brand in the world. The important concept of the Mayo Medical Center's 100-year operation is to place the needs of patients in the highest priority forever. Mayo emphasized that doctors should communicate with patients, listen to patients' needs, and discuss clinical examinations with patients. From Mayo's focus on serving patients to prioritize patient needs, Taiwan's universal health insurance, which is globally optimistic, is facing an increase in medical costs, and the quality of medical services is limited by cost constraints. Therefore, it is hoped that by providing self-funded options to support high Quality medical services and better quality medical care to improve the increasingly costly issues.
    Through the "service design" perspective, we introduce the "visiting experience" and "satisfaction satisfaction" of the medical system and develop innovative "services". Through interviews with 22 dental patients, the paper analyzes the dental treatment process and content through key events and questionnaire interviews, and explores five key gaps that can improve service quality. 1. The clear and bright environment becomes the common impression of the patient on the dentist's medical environment. 2. The nervousness of the process of going to the doctor and the X-ray film has become the main key improvement point. 3. To break through the VIP provided by the existing dentist's environment. The environment must meet the pleasing and bright characteristics. 4. The sound of the syrup in the clinic and the collision of the metal utensils cause the patient to fear the negative emotions. 5. The long operation time can also lead to fear and anxiety. After the definition of the above five key gaps, the service design plan supplemented by the gap will be used to understand the medical satisfaction in the form of medical treatment. The analysis of the service design schemes of 64 subjects in the five aspects of emotion, thinking, action, senses, association and key gaps showed that the proposals for improving the “stressful and uneasy” treatment mood showed “medical satisfaction” and “visiting”. Experience" ascension. At the same time, it has become a key project for self-funded dentists to provide a more optimized solution for service design in the future and existing health care dentists.
    The “sensory” facet (β=0.371, p=0.008<0.01) in the five facets of the “visiting experience” has the greatest significance, which significantly affects medical satisfaction.
    In other words, in the self-financed dentist visit service, the "sensory experience" service design has a significant effect in improving patient satisfaction.
    Advisor Committee
  • Chih-Chun Lai - advisor
  • Chien-hsiung Chen - co-chair
  • Yen Hsu - co-chair
  • Files indicate in-campus access at one year and off-campus not accessible
    Date of Defense 2018-07-14 Date of Submission 2018-09-11


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