完整後設資料紀錄
DC 欄位語言
dc.contributor.authorChen, Mu-Chenen_US
dc.contributor.authorHsu, Chia-Linen_US
dc.contributor.authorLee, Li-Hungen_US
dc.date.accessioned2020-01-02T00:04:23Z-
dc.date.available2020-01-02T00:04:23Z-
dc.date.issued2019-11-01en_US
dc.identifier.urihttp://dx.doi.org/10.3390/ijerph16214091en_US
dc.identifier.urihttp://hdl.handle.net/11536/153423-
dc.description.abstractThe implementation of National Health Insurance in Taiwan has affected the medical industry by significantly depleting the supply chain's profits. Service providers in the medical industry must meet the dual-service expectation of serving as medical manufacturers with upper reaches and as suppliers in the downstream marketing channel. As a result, service providers must anticipate customer requirements, offer new service items that align with customer demands and improve the quality of existing services. This study aims to examine consumer perspectives about service satisfaction in the domestic medical industry using Kano's two-dimensional model. In addition, it employs the importance-satisfaction model to determine service items that need improvement. The empirical findings show that consumer perceptions about service quality attributes vary and thus, service items may be categorized differently in Kano's model. Further, the reliability of service quality significantly affects customer satisfaction. Thus, service providers can gain a competitive edge and maintain their market position by offering high value added and critical quality attributes. Finally, analyzing customer attitudes toward new service items for indifference quality will help service providers determine effective tactics in a competitive market. In general, service providers should assign higher priority to items that customers consider in need of improvement.en_US
dc.language.isoen_USen_US
dc.subjectpharmaceutical logisticsen_US
dc.subjectKano modelen_US
dc.subjectservice qualityen_US
dc.subjectcustomer satisfactionen_US
dc.titleService Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Modelen_US
dc.typeArticleen_US
dc.identifier.doi10.3390/ijerph16214091en_US
dc.identifier.journalINTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTHen_US
dc.citation.volume16en_US
dc.citation.issue21en_US
dc.citation.spage0en_US
dc.citation.epage0en_US
dc.contributor.department運輸與物流管理系 註:原交通所+運管所zh_TW
dc.contributor.departmentDepartment of Transportation and Logistics Managementen_US
dc.identifier.wosnumberWOS:000498842000037en_US
dc.citation.woscount0en_US
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