在現今社會的醫療照護品質與病患滿意度越來越重視，對於成功的醫療企業，準確地衡量醫療服務品質是相當重要的用來了解服務系統的構成要件，以建立病患友善的醫療服務。然而，先前研究大多只衡量服務品質，鮮少實際提供以病患為中心的服務並增加病患經驗，並且在衡量服務品質時大多只使用Parasuraman等人(1988)所發展的SERVQUAL 量表，並未考慮到使用性評估(Usability)。二型糖尿病與相關併發症在全世界的發病率逐漸上升，因此，本研究以二型糖尿病門診病患為例，將先結合SERVQUAL 與Usability 以結構方程模型探討病患需求，再以服務設計方式提供創新服務以提升醫療品質。對於改善後服務評估，本研究分析創新服務的病患滿意度，以系統模擬方式評量服務及等候時間差異，並諮詢領域專家服務之可行性。本研究不僅發展創新性服務於醫療照護品質提昇，對於醫療提供者亦能改善其服務管理以提供以病人為中心的照護。

Healthcare quality and patient satisfaction have drew increasing attention in recent years. For the success of healthcare industries, accurate assessment of healthcare
service quality is important for understanding the constitution of the service delivery system so as to establish patient-friendly healthcare service and perform appropriate strategies for service quality management. However, previous studies only measured the service quality, and rarely proposed practical strategies for user centered healthcare service to improve patients’ experience. This study aims to utilize structural equation modeling (SEM) with integrating SERVQUAL and usability metrics to evaluate patient’s needs first, and then provides innovative services based on design thinking to improve the benefits of patients. A case study of Type 2 diabetes, a global public health
crisis having various associated complications, is discussed in this research. For the service evaluation, we analyze the improved patients’ satisfaction and establish a simulation model to assess the queue time for empirical results comparison. With the assistance of domain experts in feasibility validation, this study not only contributes to the development of innovative healthcare service on quality enhancement, but also
results better practice in service management for healthcare provider.

Table of Contents
Abstract IV
Table of Contents V
List of Figures VII
List of Table VIII
1 Introduction 9
2 Literature Review 13
2.1 User Centered Design and User Experience 13
2.2 Service Innovation 14
2.3 Service Design 16
2.4 SERVQUAL 18
2.5 Usability 19
2.6 Strcutural Equation Modeling (SEM) 21
2.7 Summary 22
3 Methodology 23
3.1 Existing Service Measurement 24
3.1.1 SEM 24
3.1.2 Validity and Reliability 25
3.1.3 Goodness of fit 26
3.1.4 Questionnaire Design 26
3.2 Scenario Analysis 27
3.2.1 Persona 27
3.2.2 Customer Journey 28
3.2.3 Service Blueprint 29
3.3 Recommendations for Improvements 30
3.4 Service Evaluation 30
4 Case Study 32
4.1 Existing Service Measurement 32
4.1.1 Characteristics of Respondents 32
4.1.2 Model Results 34
4.1.3 Descriptive statistics 37
4.1.4 Validity and Reliability 40
4.1.5 Goodness of Fit 40
4.1.6 Insight of SEM Result 41
4.2 Scenario Analysis 42
4.2.1 Persona 42
4.2.2 Customer Journey (As-is) 42
4.2.3 Service Blueprint (As-is) 45
4.2.4 Patient’s Pain Points Summary 47
4.3 Recommendation for Improvements 50
4.3.1 Innovative Service 50
4.3.2 Customer Journey and Service Blueprint (To-be) 54
4.4 Improved Service Evaluation 58
4.5 Discussion 63
5 Conclusion 66
6 References 68
Appendix I Questionnaire 73
Appendix II NTHU IRB Certification 75
Appendix III Mackay IRB Certification 76

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