Study on Improving Satisfaction of Service Quality Index of Community Pharmacy Administration in Southern Area of Taichung by Kano Two-Dimensional Quality Model

• Main Authors: LAI,HUNG-CHIH, 賴泓志
• Other Authors: SHIN,MEI-FEN
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/z2749z

碩士 === 嘉南藥理大學 === 藥學系 === 107 === In Taiwan, due to the implementation of universal health insurance, the pharmaceutical industry is more clarified. Patients are brought to the Health Insurance Pharmacy Bureau after taking the prescriptions in the medical institutions. Through the procedures of professional pharmacist adjustment and configuration, patients can be more closely checked when they receive the drugs. , enabling the community pharmacy to play a fundamental but important role in the overall medical architecture. The implementation of the pharmaceutical industry has also made the community pharmacy more mature in the past decade. Due to market competition, Taiwan's community pharmacy operations need to continuously improve the relationship between pharmacy and patients and customers with strategies to continuously improve service quality and improve service satisfaction, so as to enhance customer loyalty and profitability of community pharmacies. rate. For the pharmacy profession and service quality part, this study uses the Kano model and the PZB service quality table to discuss the key service quality attributes of the community pharmacy, classify the services of the community pharmacy according to the two-dimensional quality characteristics, and calculate the provided The Satisfaction Increment Index (SII) and the Dissatisfaction Decrement Index (DDI) enable the community pharmacy to clearly understand the Voice of the Customer (VOC) and become closer to Customer needs. The results of this study show that the customers of the community pharmacy in Southern District of Taichung City are mostly non-first-time visitors (old customers), and the proportion of women is slightly larger. The age group is mainly customers between 21-50 years old, and the education level is university. The majority of the junior college degree, the average monthly income is 2-4 million, the source of prescriptions is mainly based on grassroots institutions, and most of them are general prescriptions. This study found that the top three items of the Charisma Quality Importance Index (r) of the Southern District Community Pharmacy in Taichung City are: 1. Service personnel do not force sales of goods when they sell, 2. The pharmacist has the ability to have a field of expertise, 3. Pharmacists can provide medication knowledge and medication safety. The first three items of the Glamour Quality Satisfaction Index (α) are: 1. Provide spacious and comfortable merchandise display walkways, 2. The service personnel provide individualized services for the customer, 3. Provide business hours that meet customer needs. For service quality elements.