| Summary: | 碩士 === 國立成功大學 === 工業與資訊管理學系專班 === 93 === Abstract
With the new age of medical information and more convenient medical service, insured people are required to use health insurance IC cards, which are 32-K IC-chipped cards, from January 1, 2004. However, the main issue, which both the government and the scholars care about, is personal privacy and the effects of the use of IC card by hospitals. This study uses Quality Function Deployment (QFD) to find out the most effective strategy to improve service quality of the Bureau of National Health Insurance. First, the service quality model of PZB and the opinions of experts were used to do a random sampling survey. We got 285 available questionnaires from insured people, 294 from insurance applicants and 301 from hospitals. The survey data showed the items of service quality by Factor Analysis and the service quality for the clients by the method of Quality Attribute Ranking. From this information, we concluded d that “keeping IC cards for insured people” is the preferred method to improve service. In addition, applying for IC cards inconveniently by mail, in person and through post offices was the most important factor of the service strategy. We used the Southern Region Branch as the case study. This study showed the improvement of service quality, and the requirements for clients’ satisfaction. This process of this study shows how to improve strategies to meet clients’ demands. These strategies can set a good paradigm for the government to consider using QFD for improving their service quality.
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