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研究生： 王育聖
Wang, Yu Sheng
論文名稱： 建置電子健康照護服務之績效評量架構
Assessing the performance of e-Health service
指導教授： 張欣綠
Chang, Hsin Lu
學位類別： 碩士
Master
系所名稱： 商學院 - 資訊管理學系
Department of Management Information System
論文出版年： 2011
畢業學年度： 99
語文別： 英文
論文頁數： 40
中文關鍵詞： 電子健康照護服務 、內部服務品質 、外部服務價值
外文關鍵詞： e-Health service, internal service quality, external service value
相關次數： 點閱：300  下載：68 
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    • This study develops quality evaluation criteria that consider both service provider satisfaction and patient perspective in assessing e-Health services; additionally, it evaluates the impact of these criteria on the performance of e-Health services. Utilizing data from the Tele Care Center in National Taiwan University Hospital (NTUH), one of the largest hospitals in Taiwan, this research framework extends the service-profit chain by integrating service triangle concept and emphasizing the relationships among three stakeholders: the firm, the customer, and the employee. The results suggest that the positive relationships among hospital’s business value, physicians’ value, and patients’ value can contribute to customer retention. In sum, this study expects to contribute to literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns multiple stakeholders’ perspectives.

    CHAPTER 1 – INTRODUCTION ............................................................................. 1
    CHAPTER 2 – LITERATURE REVIEW ................................................................. 3
    2.1 INTERNAL SERVICE QUALITY ................................................................................ 3
    2.1.1 BUSINESS VALUE OF FIRMS ............................................................................ 4
    2.1.2 EMPLOYEE VALUE .......................................................................................... 5
    2.2 EXTERNAL SERVICE VALUE ................................................................................... 9
    2.2.1 CUSTOMER VALUE ......................................................................................... 9
    CHAPTER 3 – RESEARCH MODEL AND HYPOTHESES ............................... 13
    3.1 THE DELIVERY OF FIRMS’ BUSINESS VALUE ........................................................ 13
    3.2 THE DELIVERY OF EMPLOYEE VALUE .................................................................. 14
    3.3 THE DELIVERY OF CUSTOMER VALUE AND RETENTION ....................................... 15
    CHAPTER 4 – RESEARCH METHODOLOGY ................................................... 16
    4.1 CASE BACKGROUND ........................................................................................... 17
    4.2 SYSTEM BACKGROUND ....................................................................................... 18
    4.3 MEASUREMENT ................................................................................................... 19
    4.4 DATA COLLECTION .............................................................................................. 21
    4.5 FRAMEWORK APPLICATION ................................................................................. 22
    CHAPTER 5 – RESULTS AND DISCUSSION ...................................................... 26
    5.1 SUMMARY ........................................................................................................... 26
    5.2 FINDINGS ............................................................................................................ 27
    CHAPTER 6 – CONCLUSION ................................................................................ 29
    6.1 CONCLUSION ....................................................................................................... 29
    6.2 LIMITATIONS AND IMPLICATIONS OF FUTURE RESEARCH ..................................... 29
    REFERENCES ........................................................................................................... 30
    Appendix A – Complete Questionnaire for Physicians of “Tele Care Center” in e-Health Service ......................................................................................................... 33
    Appendix B – Complete Questionnaire for Case Managers of “Tele Care Center” in e-Health Service ..................................................................................................... 34
    Appendix C – Complete Questionnaire for Patients of “Tele Care Center” in e-Health Service ......................................................................................................... 35
    Appendix D – Question List of the Group Interview (Chinese) ............................ 36
    Appendix E – Interview Contents and Framework Application for Patients’ Value (Chinese) ........................................................................................................... 37

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