健康檢查中心為維持及提升服務品質，普遍以顧客滿意度作為定期檢討及持續改善服務品質之參考指標。顧客滿意度的單維模式對品質要素而言為線性思考邏輯，即當品質要素充足時就滿意，而不充足時就不滿意，其不足以確切了解顧客的看法。冀求探討顧客對健檢品質的需求，縮短顧客期待與實際體驗間的差距，達到提供專業尊爵感受，經營忠誠顧客族群。本研究運用PZB SERVQUAL服務品質衡量方法，以五大構面和二十二個組成因素為問卷設計基礎建構出健檢服務品質問卷。結果顯示，民眾對於可靠性及反應性構面之服務品質要素最為關注和重視。利用Kano二維品質模式歸類服務品質屬性，結果顯示，健檢中心十八項服務品質屬性中，有五項是魅力品質要素，二項是一維品質要素，五項是當然品質要素，四項是無差異品質要素，二項是反向品質。進一步運用「顧客滿意係數」之衡量方式計算，分析出有形性及可靠性構面之服務品質要素為關鍵服務品質屬性，能有效提升顧客滿意度，將大幅影響整體滿意度之表現；保證性及關懷性構面之服務品質要素為優先改善服務項目，民眾會期待健檢中心能提供客製化的專業服務。 To maintain and improve the quality of service, the Health Evaluation Center generally takes customer satisfaction as a reference pointer for regular review and continuous improvement of service quality. Generally speaking, customer satisfaction is a kind of linear thinking logic for quality elements. When the quality elements are sufficient, customers are satisfied, otherwise, they are not satisfied. In this study, there is an aspiration towards discovering customers need for health evaluation quality and to narrow the gap between customer expectation and actual experience. It aims at providing with professional experience and operating a loyal customer group.In this study, the SERVQUAL measurement method is applied for the health evaluation service quality. There are five aspects and twenty-two factors. The results show that aspects of reliability and responsiveness are mostly concerned. Kano two-dimensional model is implemented to classify service quality attributes. The results show that there are eighteen service quality attributes, five items are Attractive Quality Elements, two items are One-dimensional Quality Elements, five items are Must-be Quality Elements, four items are Indifferent Quality Elements, and two items are the Reverse Quality Elements. Furthermore, service quality factors of Tangible and Reliability are the key service quality attributes which can effectively improve customer satisfaction and will affect the performance of overall satisfaction. Assurance and Empathy have the highest priority to be improved and the customers expect the Health Evaluation Center to provide with customized professional services.
