| Summary: | 碩士 === 僑光技術學院 === 管理研究所 === 97 === Patients’ foodservice quality is one of the fundamental factors for hospital treatment performance, Nevertheless patients’ foodservice demands are difficult to convey distinctively. By means of consumer’s behavior study, this research analysis patients’ foodservice quality expectations and put forward a plan for improving the performance.
This research employed Zaltman Metaphor Elicitation Technique (ZMET), a valid, deep interview technique designed to elicit psychological constructs through a multi-stage process which requires respondents to utilize both language and image, to elicit psychological constructs. Further proceeding conducted a questionnaire to distinguish these constructs into Kano’s two-dimension quality model.
108 key constructs were elicited during deep interview, which could further be integrated into 40 consensus constructs and connected to become a consensus map. After questionnaire surveyed, 5 of the 40 consensus constructs were confirmed to be attractive qualities, whereas 10 were categorized into must-be qualities and 20 were one-dimension qualities. The Kano model founded in this research provides a feasible indicates of patients’ foodservice performance. Furthermore the findings revealed that the VGHTC should improve Patients’ foodservice quality by enhancing attractive quality attributes as well as sufficiently provide the must-be and one-dimension attributes.
|
|---|
