Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/24108
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
醫療服務品質
relationship marketing
loyalty
關係行銷
忠誠度
出版社: 高階經理人碩士在職專班
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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.
URI: http://hdl.handle.net/11455/24108
其他識別: U0005-0306201216360600
文章連結: http://www.airitilibrary.com/Publication/alDetailedMesh1?DocID=U0005-0306201216360600
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