Abstract
The 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.
Highlights
Since the implementation of National Health Insurance, the revenue and expenditure situation of the health insurance industry has been at a continual loss
This study focuses on post-benefit and access convenience, not decision-making, transaction, and benefit convenience proposed by the PZB model, to measure customer satisfaction and service quality in the pharmaceutical logistics industry
The following items fall in the surplus area: “Deliveries are completed every other day after receiving the order,” “Logistics center has advanced physical equipment” and “Batch number and validity period requirements specified by the customer are met.”
Summary
Since the implementation of National Health Insurance, the revenue and expenditure situation of the health insurance industry has been at a continual loss. The Health Insurance Bureau has made several efforts to control the wastage of medical resources effectively and has adopted a series of policy measures to curb the growth of medical expenses, reduce problems related to healthcare finance and decrease drug prices. Measures, such as per-case payment, compensation-based payment, the total budget system and reasonable outpatient volume have significantly impacted medical institutions, resulting in a gradual decline in their revenue. Medical institutions initially demanded the use of the open-source method to expand business volume, the total budget system and the mandate for reasonable outpatient volume were implemented. Public Health 2019, 16, 4091; doi:10.3390/ijerph16214091 www.mdpi.com/journal/ijerph
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