| dc.contributor.advisor | 張欣綠 | zh_TW |
| dc.contributor.advisor | Chang, Hsin Lu | en_US |
| dc.contributor.author (Authors) | 王育聖 | zh_TW |
| dc.contributor.author (Authors) | Wang, Yu Sheng | en_US |
| dc.creator (作者) | 王育聖 | zh_TW |
| dc.creator (作者) | Wang, Yu Sheng | en_US |
| dc.date (日期) | 2010 | en_US |
| dc.date.accessioned | 5-Oct-2011 14:32:47 (UTC+8) | - |
| dc.date.available | 5-Oct-2011 14:32:47 (UTC+8) | - |
| dc.date.issued (上傳時間) | 5-Oct-2011 14:32:47 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0098356002 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/51214 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 資訊管理研究所 | zh_TW |
| dc.description (描述) | 98356002 | zh_TW |
| dc.description (描述) | 99 | zh_TW |
| dc.description.abstract (摘要) | This study develops quality evaluation criteria that consider both service provider satisfaction and patient perspective in assessing e-Health services; additionally, it evaluates the impact of these criteria on the performance of e-Health services. Utilizing data from the Tele Care Center in National Taiwan University Hospital (NTUH), one of the largest hospitals in Taiwan, this research framework extends the service-profit chain by integrating service triangle concept and emphasizing the relationships among three stakeholders: the firm, the customer, and the employee. The results suggest that the positive relationships among hospital’s business value, physicians’ value, and patients’ value can contribute to customer retention. In sum, this study expects to contribute to literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns multiple stakeholders’ perspectives. | en_US |
| dc.description.tableofcontents | CHAPTER 1 – INTRODUCTION ............................................................................. 1CHAPTER 2 – LITERATURE REVIEW ................................................................. 32.1 INTERNAL SERVICE QUALITY ................................................................................ 32.1.1 BUSINESS VALUE OF FIRMS ............................................................................ 42.1.2 EMPLOYEE VALUE .......................................................................................... 52.2 EXTERNAL SERVICE VALUE ................................................................................... 92.2.1 CUSTOMER VALUE ......................................................................................... 9CHAPTER 3 – RESEARCH MODEL AND HYPOTHESES ............................... 133.1 THE DELIVERY OF FIRMS’ BUSINESS VALUE ........................................................ 133.2 THE DELIVERY OF EMPLOYEE VALUE .................................................................. 143.3 THE DELIVERY OF CUSTOMER VALUE AND RETENTION ....................................... 15CHAPTER 4 – RESEARCH METHODOLOGY ................................................... 164.1 CASE BACKGROUND ........................................................................................... 174.2 SYSTEM BACKGROUND ....................................................................................... 184.3 MEASUREMENT ................................................................................................... 194.4 DATA COLLECTION .............................................................................................. 214.5 FRAMEWORK APPLICATION ................................................................................. 22CHAPTER 5 – RESULTS AND DISCUSSION ...................................................... 265.1 SUMMARY ........................................................................................................... 265.2 FINDINGS ............................................................................................................ 27CHAPTER 6 – CONCLUSION ................................................................................ 296.1 CONCLUSION ....................................................................................................... 296.2 LIMITATIONS AND IMPLICATIONS OF FUTURE RESEARCH ..................................... 29REFERENCES ........................................................................................................... 30Appendix A – Complete Questionnaire for Physicians of “Tele Care Center” in e-Health Service ......................................................................................................... 33Appendix B – Complete Questionnaire for Case Managers of “Tele Care Center” in e-Health Service ..................................................................................................... 34Appendix C – Complete Questionnaire for Patients of “Tele Care Center” in e-Health Service ......................................................................................................... 35Appendix D – Question List of the Group Interview (Chinese) ............................ 36Appendix E – Interview Contents and Framework Application for Patients’ Value (Chinese) ........................................................................................................... 37 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0098356002 | en_US |
| dc.subject (關鍵詞) | 電子健康照護服務 | zh_TW |
| dc.subject (關鍵詞) | 內部服務品質 | zh_TW |
| dc.subject (關鍵詞) | 外部服務價值 | zh_TW |
| dc.subject (關鍵詞) | e-Health service | en_US |
| dc.subject (關鍵詞) | internal service quality | en_US |
| dc.subject (關鍵詞) | external service value | en_US |
| dc.title (題名) | 建置電子健康照護服務之績效評量架構 | zh_TW |
| dc.title (題名) | Assessing the performance of e-Health service | en_US |
| dc.type (資料類型) | thesis | en |
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