美容醫學診所之一站購足服務魅力因子探討

Investigation Discussion of the Attractive Factors of One-stop Shop Services with Cosmetic Surgery Clinics

10.6848/JWL.202108_6(1).0006

楊蕙菁(Hui-Ching Yang)；黃佳慧(Chia-hui Huang)

美容醫學 ； 一站購足 ； 魅力工學 ； Kano二維品質模式 ； Cosmetic surgery ； one-stop shop ； Miryoku engineering ； Kano quality Model

工作與休閒學刊

6卷1期（2021 / 08 / 01）

65 - 75

繁體中文

近年來美容醫學診所如雨後春筍般開立，如何與其他美容醫學診所建構體驗服務差異化成為關鍵要素之一。本研究旨在探討美容醫學診所之一站購足魅力因子，藉由魅力工學之評價構造法深入訪談，將訪談結果歸納與分析找出美容醫學的六大原始魅力因子「服務品質」、「專業技術」、「環境空間」、「療程規劃」、「衛署合格」、「儀器設備」，以及10個抽象魅力因子與10個具體魅力因子。再應用Kano二維品質模式，以檢視美容醫學診所之一站購足服務品質的特性與消費者實際需要。結果顯示，消費者最重視之影響魅力因素為「乾淨衛生的環境」「專業的技術」、「親切的服務」、「詳細說明病情、用藥及療程」、「保護個人隱私」、「無壓力之銷售」等。研究結果將可提供建議未來考慮開設結合傳統美容與皮膚科或美容醫學複合式診所的相關業者之具體改善與建議之參考。

In recent years, cosmetic surgery clinics have sprung up like mushrooms, and ways to be distinguished from other cosmetic medical clinics has become a critical issue. The purpose of this study is to explore the Attractive Factors of one-stop shops and the comprehensive effect achieved by developments with one-stop shop services.Application the evaluation grid method (EGM) of Miryoku engineering is employed to conduct in-depth interviews. The interview results are constructed into an evaluation structure map, and the following six original Attractive Factors of cosmetic surgery are summarized and analyzed: ＂service quality,＂ ＂professional technology,＂ ＂environmental space,＂ ＂treatment planning,＂ ＂certification by health authorities,＂ and ＂instruments and equipment,＂ with 10 other abstract and 10 specific Attractive Factors used as the basis for designing the questionnaire.In the second stage, the questionnaires are released to verify the results of the survey. As indicated,the most highly regarded factors among general consumers are ＂clean environment,＂ ＂professional technology,＂ ＂friendly service,＂ ＂detailed explication of illness, medication, and treatment,＂ ＂protection of privacy,＂ and ＂stress-free sales.＂ All of them indicated that consumers pay considerable attention to diagnosis, as well as to a clean and hygienic environment both inside and outside of the clinic treatment environment during one-stop shop services in this study. Furthermore, consumers also highly value the professional technology of medical, nursing, service personnel, friendly service, protection of privacy, stress-free sales, diverse service items, reasonable treatment prices, and flexible treatments.

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