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標題: The Use of Kano Model and IPA in Identifying Cloud Healthcare Service Quality for Taiwanese People's Needs
作者: 賴冠宇
Kuan-Yu Lai
關鍵字: Kano模型;IPA模型;雲端醫療服務;顧客需求;Kano Model;IPA Model;Cloud Healthcare Service;People Needs
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Purpose – In recent years, the birth rate of Taiwanese is decreasing gradually. The problem of aging population is getting more serious, resulting in the rising dependency ratio . Following this trend, Taiwan will become an aged society very soon. The most common problem of aged society is the chronic illness due to the dietary preference and food safety. The chronic illness is not only happened in the age of elder, but also the age of young. Recently, the chronic illness and disease has increased in the young age gradually. For this sake, the problem of geriatrics and young people will become a critical issue for medical care. With the development of innovative IT, cloud healthcare service perhaps become a promising way for reducing the medical resource and preventing from the chronic illness. We hope that cloud healthcare can relieve the stress of medical care. Finally, this paper aims to get the result by using KANO and IPA model to understand the needs of Taiwanese people for cloud healthcare service quality that can improve the function or service to enhance the intention of people to use the cloud healthcare service.
Methodology – The research of this paper deploy the KANO model designed by Noriaki Kano and the IPA model raised by Martilla & James. Applying the SERVQUAL instrument which proposed by PZB on the questionnaire. IPA model can support the KANO model in neglecting the attribute importance and performance. KANO model can help the IPA model that only considering one-dimensional quality.
Result – We expect that the results of this research can not only help the practitioners or managers to understand the most importance demand of the patient but help them to make a decision or developing direction.

目的 – 近年來,台灣人的生育率逐漸降低,人口老化問題日趨嚴重,扶養比 也隨之上升,漸漸邁入高齡社會 。加上近代生活飲食習慣及食品安全問題,台灣地區的慢性病人口增長,不僅發生在老年人身上,近年也有越來越年輕化的趨勢。老人照護和病症年輕化將會成為一個不可迴避的重要議題。在科技進步迅速的環境下,雲端醫療科技將有可能成為降低醫療所需之資源的新技術,希望藉由雲端醫療技術來協助老人照護和預防病症年輕化之問題,並由KANO與IPA模型分析幫助了解受訪者對服務品質的需求,本文意旨在於藉由KANO與IPA模型的分析結果,發現台灣民眾對雲端醫療服務品質之需求,希望能幫助改善其功能或服務和增加台灣民眾的使用意願。
設計/方法 – 本文研究使用Noriaki Kano所設計的KANO模型與Martilla & James的IPA模型進行分析。問卷則採用PZB所設計的ServQual作為問項設計。KANO模型採用滿意度以及不滿意度對受測者進行問卷調查,而IPA模型採用重要性以及滿意度對受測者進行問卷調查,進而分析。IPA模型可輔助KANO模型所忽略的重要性和表現度,而KANO模型可幫助IPA模型僅僅只考慮單維度的品質。
研究發現 – 此研究結果為幫助供應者或管理者了解顧客最重視之需求,以及幫助供應者或管理者找出適當的決策或發展方向。
其他識別: U0005-1706201522435200
Rights: 同意授權瀏覽/列印電子全文服務,2018-07-07起公開。
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