| Summary: | 碩士 === 大葉大學 === 管理學院碩士在職專班 === 103 === In recent years, Taiwan's medical environment face many changes, such as the chain pharmacies , the implementation of Nation Health Insurance ( NHI ), the separation of dispensing practice from medical practice and etc，coupled with changing consumer demand for the pharmacy, so that Community Pharmacy is facing major challenges in the business. Operators are required to have forward thinking, in the consumer's point of thinking about business direction.
Applying Kano model to evaluati the consumer satisfaction of Community Pharmacy, help Community Pharmacy understand the services provided meets the needs of consumers, and provide improved service quality reference, and to consumers of Taipei area survey for the object.
Reference questionnaire SERVQUAL service quality scale, and found that the reliability, responsiveness, assurance and empathy of the four terms of service quality, overall quality factors favor a one-dimensional quality. Enhance the decor and clean environment, provide quality medicines and increase health testing and health education activities, as well as the patience to listen to customer needs or complaints are all attractive quality element for consumers quality. Community Pharmacy should focus on their own professional and treatment upgrade customer's attitude can strengthen consumer satisfaction.
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