| 摘要註: |
本研究目的在探討南部醫療從業人員對P藥廠業務人員於「公司企業形象」、「員工素質」與「服務效能」等三大構面的服務滿意度,分析受訪醫療從業人員人口統計變項,對P公司藥品業務代表之三大服務構面及整體滿意度之差異情形,並瞭解此三大服務構面如何影響受訪醫療從業人員之整體滿意度。研究採網路問卷調查方式進行,總計回收391份,皆為有效問卷。 統計分析結果發現:一、受訪者男女比例約佔7:3,以南部區域級以上25家醫院為主,大學程度以上佔96%,服務年資超越10年以上有61%,且職級為「管理高層」及「教授、臨床醫師」佔77%,任職「醫院所在區域」以高雄地區(41.4%)為最多,屏東地區(10.7%)最少。二、 藉由ANOVA檢定分析、信度分析及迴歸分析結果顯示「受訪者人口統計變項」對「業務人員三大構面」之服務滿意度部分顯著差異,且「業務人員三大構面」對「醫療從業人員滿意度」皆呈現正向影響。三、三大構面對整體服務滿意度的重要性依序為「員工素質」、「公司企業形象」與「服務效能」。四、受訪者服務年資「5年~10年」、「10年~20年」及「20年以上」比其在「5年以下」的滿意度都較高。五、「教授,臨床醫師」及「管理高層」的受訪者對個案P公司南部藥品業務人員的滿意度都給予相當高度的肯定、而「採購」職級的受訪者也有不錯的滿意度認同。六、受訪者醫院所在區域滿意度以「高雄地區」得到最高認同、其次是「屏東地區」與「雲嘉地區」;而「台南地區」相較之下則是相對較弱。 To investigate the service satisfaction of P pharmaceutical company from healthcare professionals in southern Taiwan through three key perspectives, “Corporate Image”, “Employee Quality”, and “Service Efficiency” is the purpose of this study.Furthermore, to study the difference between total satisfaction and three key perspectives of sales representatives in P pharmaceutical company is by analyzing variable of healthcare professionals' background. At the same time, it reveals how the three key perspectives impact total satisfaction of healthcare professionals.This survey is conducted by an online questionnaire and 391 valid questionnaires have been received. We conclude the analysis as following results:1. Among all 391 survey candidates, 70% of them are male; most of them work in the level of hospital higher than regional hospital in southern Taiwan; 96% of them are above bachelor degree; 61% of them have worked more than 10 years; 77% of them are “Senior Managers” or “Professors”. 41.4% of the survey candidates work in Kaohsiung, the highest region, and 10.7% work in Pingtung, the lowest region. 2.The relationship of Variable of healthcare professionals’ background and three perspectives of sales representatives is analyzed by ANOVA, SPSS, and Regression Analysis showing significant differences as well as positive correlation between three perspectives of sales representatives and the satisfaction of healthcare professionals. 3.In the three perspectives, “Employee Quality” has the most significant impact on customers satisfaction, followed by “Corporate Image” and “Service”. 4.Healthcare professionals who work for “5 to 10 years”, “10 to 20 years” and more than 20 years 5. “P are more satisfied with P pharmaceutical company than those who work for less than 5 years.rofessors” and “Senior Managers” both have high satisfaction of sales representatives of P pharmaceutical company, and “Procurement” has pretty good satisfaction as well. 6.The satisfaction is highest in Kaohsiung, followed by Pingtung, Yunlin, and Chiayi. The satisfaction is relatively low in Tainan. |