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題 名 | 臺灣地區傳統療法之服務品質模式研究--以足部反射區健康法為例=A Study of Service Quality Model of Traditional Therapy in Taiwan--The Case Study for Foot Reflexology |
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作 者 | 林堃鎮; | 書刊名 | 勤益學報 |
卷 期 | 24 民95.12 |
頁 次 | 頁317-360 |
分類號 | 489.16 |
關鍵詞 | 足部反射區健康法; 腳底按摩; 服務品質; 驗證性因素分析; Foot reflexology; Service quality; CFA; |
語 文 | 中文(Chinese) |
中文摘要 | 「足部反射區健康法」屬非藥物侵入性療法,預防性醫學的範疇,藉由對手腳施以運動性壓力,可以改善神經、血液和淋巴的循環。若能普遍推廣反射區按摩課程,不僅有益國人身心健康,也可蓬勃反射區按摩業的發展。 為跟上現代化企業經營的腳步,基於服務品質是服務業經營的必備條件,本研究希望透過產業的服務品質研究,建立衡量模式及標準化的服務流程,使「腳底按摩」的經營現代化。尤其,目前對於消費者的研究卻付之闕如,沒有科學化、系統化的針對消費者加以探討,無法得知其對腳底按摩的認識為何?其接受的動機因素為何?其接受服務的滿意度為何?另外,執業的足部反射區療法從業人員對該行業的看法等,都有待進一步研究。 本研究以PZB模式為基礎,來發展「足部反射區健康法」服務品質量表,提出結論如下: 壹、足健業企業化經營趨勢,提供了許多就業機會,有助於服務品質的提昇。 貳、腳底按摩對「平常保健」和「舒緩壓力,鬆弛身心」的功效顯著。 參、高學歷的人投入足健業,有助於提升足健業的服務品質。因此大專或技職院校若能開設足健業相關課程,將有助學子多一個選擇就業方向。 肆、足部反射健康法行業的滿意度測量模型,可以確認為一具高相關之一級六因素模型,其六因素為「有形性」、「可靠性」、「反應性」、「保證性」、「關懷性」、「接近性」。 伍、消費者對「可靠性」、「反應性」、「保證性」、「關懷性」等方面大致是滿意的,但對於按摩場館的「有形性」設施並不滿意,而「接近性」則已足夠,超出其所期望的程度。 陸、足健業的標準在「有形性」、「可靠性」項目上,低於消費者的期望,極需進一步改善。 本研究所得到的各項分析結果,統合整理後,推論出可能的建議: 壹、 為使大眾有正確的認識,建議從各級學校教材、培養學術人才、職業訓練中心、社區大學、足部按摩社團等幾個方面加強推廣。 貳、 政府和協會應通力合作,建議從國家分級管理,職業工會、服務品質獎章、標準按摩流程,學術研討等幾個方面著手。 參、在落實足健法的功效上,建議實行健保給付、「按摩刺激量」測量指標、科學化診斷等制度。 |
英文摘要 | "Foot Reflexology" belongs to the category of preventive medicine with non-medicine and non-invasion therapy. By giving the exercise pressure on hands and feet, it may improve nerve, blood and lymph circulation. If we can make publicity for foot reflexology, not only beneficial to health but also industry development. Based on the service quality is an essential condition in the service industry, this search hope to establishe the measured pattern and SOP by using industry service quality research, and make it modernized. Especially, lack of stydy regarding consumers, we are unable know the cognition, motivation and satisfaction toward foot reflexology form consumers. Moreover, the professional view of the foot reflexology worker is also absence. This research take the PZB model as a foundation to develop the service quality meter of foot reflexology. According to this findings, proposes the conclusion as follows: 1.The remarkable phenomenon is the foot reflexology industry has the tendency of enterprise management. It has provided many employment opportunities and contributed to service quality's promotion. 2.The foot reflexology is obvious to the effect of "health care" and 'pressure relax", but didn't develop yet in aspect of "ache ease". 3.The high-educated person invested in foot reflexology is helpful to promote the industry service quality. So if the related course can be set up in college, it will help the student to has another a choice of employment direction. 4.The satisfaction measure model of foot reflexology may be confirmed as a high-related six factors' model. These factors' name are "tangibles", "reliability", "responsiveness", "assurance", "empathy" and "access". 5.The consumer is approximately satisfied in aspects of "reliability", "responsiveness", "assurance" and "empathy". However they are dissatisfied with "tangibles" like facilities of the massage building, and surpassed in "access". 6.The worker's standard of foot reflexology in "tangibles" and "reliability" is lower than consumer's expectation. It need further improvement. According to the results in research I deduce the possible suggestion below: 1.In order to have the correct knowledge, suggested to promote in aspects of school's teaching material, training academic talented person, occupation training center, community university, foot reflexology mass organization and so on. 2.The government and the association should cooperate fully. Suggested that manage from the national ratings, labor union, service quality medal, standard operating procedures, academic seminar and so on. 3.To fulfill the effect of foot reflexotherapy. Suggested that cover in National Health Insurance fee schedule, build up "the massage stimulates quantity" index, scientific diagnosis and so on. |
本系統中英文摘要資訊取自各篇刊載內容。