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標題: 中醫診所關係品質之前置因素與忠誠度之研究
A Study of Antecedents of Relationship Quality and Loyalty in Chinese Medicine Clinic
作者: 溫燿嘉
Wen, Yao-Chia
關鍵字: service quality of medicine
relationship marketing
出版社: 高階經理人碩士在職專班
引用: 一、中文部分 王耀賢(民97)。門診醫療服務品質與顧客忠誠度相關之研究-以財團法人義大醫院為例。高苑科技大學碩士論文,未出版,高雄市。 行政院衛生署中醫藥委員會(民95)。臺灣中醫藥現代化及國際化研究思路:衛生署中醫藥委員會整合型計畫成果要覽(編號:1009502117)。臺北市:林宜信。 杜國賢(民98)。醫療品質對病患滿意度的影響-以復健服務為例。國立中山大學碩士論文,未出版,高雄市。 高源泉(民99)。服務品質、認知價值與顧客滿意度關係之研究-以某區域教學醫院醫學美容中心為例。國立高雄科技大學碩士論文,未出版,高雄市。 邱俐穎(民100年9月8日)。8縣市中醫院合格名單掛零。中國時報。取自 0,5047,100302+112011090100058,00.html 黃宏鈞(民90)。企業形象與服務品質對消費者再購行為之影響:顧客關係之中介效果。國立台灣大學心理學研究所碩士論文,未出版,台北市。 游德信(民99)。服務品質及知覺價值與顧客滿意度、顧客忠誠度之關係研究:以台灣體外診斷生化檢驗試劑為例。國立成功大學碩士論文,未出版,台南市。 藍宜亭(民100)。等候時間知覺對服務接觸與醫療服務品質之影響的干擾效果。義守大學碩士論文,未出版,高雄市。 行政院衛生署 行政院勞委會 社團法人台灣醫務管理學會 二、英文部分 Achrol, R. S. (1991). Evolution of the marketing organization: New forms for turbulent environments. Journal of Marketing, 55(4), 77-93. Algoe, S. B., Jonathan H., & Shelly, L. G. (2008). Beyond reciprocity: Gratitude and relationships in everyday life. Emotion, 8 (3), 425-29. Alonso, S. (2000). The antecedents and consequences of customer loyalty: The roles of customer satisfaction and consumer trust-commitment. 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摘要: 以往在有關醫療服務品質的大多以服務品質滿意度對忠誠度以及滿意度對認知價值的影響,忽略醫院對患者的關係品質,因此本研究擬從關係行銷的角度分析醫院對患者的關係管理。本研究以中醫診所患者作為研究對象,探討患者於中醫診所所感受到的服務品質對感激、信任與承諾之影響,另針對不同人口統計變數之患者,分析其在服務品質滿意度之差異性,以及患者對中醫診所的滿意度是否影響感激,感激是否會正向影響信任,而承諾是否會正向影響忠誠度。經由文獻蒐集整理、問卷設計回收及SPSS統計分析後可知,不同「年齡」與「職業」的患者對醫療服務品質滿意度之呈現顯著性差異,且醫療服務品質滿意度對信任、承諾、感激皆呈現正向顯著性影響,感激對信任具正向顯著性影響,信任對承諾具正向顯著性影響,承諾對忠誠度具正向顯著性影響。
The past, mostly related to the quality of medical services to the satisfaction of service quality on perceived value on loyalty and satisfaction, ignored on the relationship between qualities of patients in hospitals, therefore this research from the perspective of relationship marketing relationship management of hospital patients. This study, Chinese medicine clinic patients as research subjects to explore the quality of service experienced by patients in the Chinese medicine clinics of gratitude, trust and commitment, and the other for patients with different demographic variables to analyze the differences in service quality, satisfaction, and patients affect the satisfaction of the Chinese medicine clinics grateful, grateful for the positive impact of trust and commitment to a positive effect on loyalty. Collected through literature, questionnaire design recovery and SPSS statistical analysis shows that the satisfaction of patients of different "age" and "professional" quality of medical services show significant differences, and medical service quality, satisfaction, trust, commitment, gratitude are showing a positive significant impact of gratitude with a positive significant impact on trust, trust, a positive significant impact of the commitment, the commitment of loyalty with a positive significant impact.
其他識別: U0005-0306201216360600
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