| Summary: | 碩士 === 中國文化大學 === 國際企業管理學系 === 103 === With the progress and development of information technology, information infrastructure has become increasingly complete, which has changed our lives. Hence, patients nowadays have a higher demand for healthcare quality. In view of this, challenges faced by the healthcare industry have become more difficult than ever. Therefore, how to effectively create an innovative healthcare service mode that fully satisfies the patients’ needs and expectations and significantly improve service quality, remains a pressing issue for healthcare managers.
The Kano Two-Dimension Model is adopted in this study to attempt to find the service quality elements of customer care and apply the loss aversion theory for interpretation, thereby carrying out New Service Development (NSD) with hopes of developing a service mode in line with patients’ needs. The Kano mode’s positive and negative questions are used as the main structure of the questionnaire design. At the same time, the NSD is conjunctively used to find the service quality elements of patient care in order to obtain service items that require improvement. These items shall serve as the main basis for innovative models in the future. Finally, a new hospital healthcare service mode is developed.
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