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研究生： 李昇翰
Li, Sheng-Han
論文名稱： 探討智慧醫院建置對滿意度及品牌形象之影響因素─以自助服務科技為例
Exploring the Factors Influencing Satisfaction and Brand Image in Smart Hospital Implementation: A Case Study of Self-Service Technology
指導教授： 林東盈
Lin, Dung-Ying
口試委員: 賴禎秀
Laih, Chen-Hsiu
沈宗緯
Shen, Chung-Wei
學位類別： 碩士
Master
系所名稱： 工學院 - 工業工程與工程管理學系碩士在職專班
Industrial Engineering and Engineering Management
論文出版年： 2025
畢業學年度： 113
語文別： 中文
論文頁數： 123
中文關鍵詞： 智慧醫院 、自助服務科技 、醫院品牌形象 、科技接受模型 、資訊系統成功模型
外文關鍵詞： Smart Hospital, Self-Service Technology, Hospital Brand Image, Technology Acceptance Model, Information Systems Success Model
相關次數： 點閱：176  下載：3 
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    • 本研究旨在探討醫院自助服務科技對醫院品牌形象的影響。隨著智慧醫療的發展，自助服務科技在智慧醫院和醫療領域的應用日益廣泛，在提升醫療服務效率和改善患者體驗方面扮演著重要角色，但其對醫院品牌形象的影響尚未得到充分研究。本研究整合科技接受模型(Technology Acceptance Model, TAM)和資訊系統成功模型(Information Systems Success Model, IS Success Model)，構建了一個包含資訊品質、系統品質、感知易用性、感知有用性、使用者滿意度和醫院品牌形象等變數的研究模型。
    研究採用問卷調查，對126名曾使用醫院自助服務科技的受測者進行調查。運用SPSS和SmartPLS統計軟體進行數據分析，包括描述性統計、信效度分析、獨立樣本t檢定、變異數分析和偏最小平方結構方程模型(Partial Least Squares Structural Equation Modeling, PLS-SEM)分析。
    問卷分析顯示：一、年齡和教育程度對系統品質存在顯著差異；二、職業類別對資訊品質、感知易用性及使用者滿意度存在顯著差異。
    研究結果顯示：一、系統品質對感知易用性和感知有用性有顯著正向影響；二、感知易用性和感知有用性對使用者滿意度有顯著正向影響；三、使用者滿意度對醫院品牌形象有顯著的正向影響。
    本研究為智慧醫院建置與醫院品牌形象之間的關係提供了實證依據，強調了系統品質對感知易用性、感知有用性及使用者滿意度在提升醫院品牌形象中的重要性。研究結果可為醫療機構在實施智慧醫療服務時提供策略性建議，有助於提升醫療服務品質和醫院競爭力。

    This study aims to explore the impact of hospital self-service technologies on hospital brand image. With the advancement of smart healthcare, self-service technologies are increasingly applied in smart hospitals and the medical field, playing a significant role in improving healthcare service efficiency and enhancing patient experiences. However, their influence on hospital brand image has not been fully studied. This research integrates the Technology Acceptance Model (TAM) and the Information Systems Success Model (IS Success Model) to construct a research framework comprising variables such as information quality, system quality, perceived ease of use, perceived usefulness, user satisfaction, and hospital brand image.
    A questionnaire survey was conducted among 126 respondents who had used hospital self-service technologies. Data were analyzed using SPSS and SmartPLS statistical software, including descriptive statistics, reliability and validity analysis, independent sample t-test, variance analysis, and partial least squares structural equation modeling (PLS-SEM).
    The questionnaire analysis revealed the following: 1. Age and education level significantly influenced system quality. 2. Occupational categories significantly influenced information quality, perceived ease of use and user satisfaction.
    The research findings are as follows: 1. System quality has a significant positive impact on perceived ease of use and perceived usefulness. 2. Perceived ease of use and perceived usefulness have a significant positive impact on user satisfaction. 3. User satisfaction has a significant positive impact on hospital brand image.
    This study provides empirical evidence for the relationship between the establishment of smart hospitals and hospital brand image, emphasizing the importance of system quality in enhancing perceived ease of use, perceived usefulness, and user satisfaction, which in turn strengthens hospital brand image. The findings offer strategic recommendations for healthcare institutions implementing smart healthcare services, contributing to improved service quality and hospital competitiveness.

    摘要----------I ABSTRACT----------III 誌謝----------V 目錄----------VI 圖目錄----------IX 表目錄----------X 第一章 緒論----------11 1-1 研究背景與動機----------11 1-2 研究目的----------13 1-3 研究流程----------14 第二章 文獻探討----------15 2-1 自助服務科技----------15 2-2 醫院自助服務科技設備----------17 2-2-1 掛號服務----------17 2-2-2 門診服務----------19 2-2-3 繳費服務----------21 2-2-4 領藥服務----------24 2-3 科技接受模型----------26 2-4 資訊系統成功模型----------30 2-5 醫院品牌形象----------37 2-6 小結----------38 第三章 研究方法----------40 3-1 研究架構----------40 3-2 研究假說----------41 3-2-1 資訊品質對感知易用性之影響----------41 3-2-2 資訊品質對感知有用性之影響----------42 3-2-3 系統品質對感知易用性之影響----------43 3-2-4 系統品質對感知有用性之影響----------44 3-2-5 感知易用性對使用者滿意度之影響----------45 3-2-6 感知有用性對使用者滿意度之影響----------46 3-2-7 使用者滿意度對醫院品牌形象之影響----------47 3-3 問卷設計與收集----------50 3-4 資料分析方法----------54 3-4-1 敘述統計----------54 3-4-2 獨立樣本t檢定----------55 3-4-3 變異數分析----------55 3-4-4 測量模型分析----------56 第四章 資料分析與結果----------60 4-1 基本資料敘述統計----------60 4-1-1 性別之敘述統計----------60 4-1-2 年齡之敘述統計----------61 4-1-3 教育程度之敘述統計----------61 4-1-4 職業類別之敘述統計----------62 4-1-5 每年平均就診次數之敘述統計----------63 4-2 各構面敘述統計----------64 4-2-1 資訊品質之敘述統計----------64 4-2-2 系統品質之敘述統計----------65 4-2-3 感知易用性之敘述統計----------66 4-2-4 感知有用性之敘述統計----------67 4-2-5 使用者滿意度之敘述統計----------68 4-2-6 醫院品牌形象之敘述統計----------69 4-3 性別之獨立樣本t檢定----------70 4-4 變異數分析----------73 4-4-1 年齡之變異數分析----------73 4-4-2 教育程度之變異數分析----------74 4-4-3 職業類別之變異數分析----------76 4-4-4 每年平均就診次數之變異數分析----------78 4-5 測量模型分析----------79 4-5-1 探索性因素分析----------80 4-5-2 信度分析----------81 4-5-3 收斂效度分析----------81 4-5-4 區別效度分析----------84 4-5-5 共線性分析----------85 4-6 結構方程模型分析----------86 4-6-1 路徑係數及顯著性分析----------87 4-6-2 模型解釋力分析----------90 4-7 結果與討論----------91 第五章 結論與建議----------95 5-1 結論----------95 5-2 建議----------98 5-2-1 研究建議----------98 5-2-2 實務建議----------99 5-2-3 政策建議----------100 5-3 研究貢獻----------100 5-3-1 學術貢獻----------100 5-3-2 實務貢獻----------101 5-4 研究限制----------102 5-5 未來研究方向----------103 參考文獻----------105 附錄─研究問卷----------116

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