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標題: 台中某一婦產科診所就醫顧客 滿意度與忠誠度之研究
A Study on Customer Satisfaction and Loyalty Of Taichung Maternity Clinic
作者: 劉嘉駿
Liu, Jia-Jun
出版社: 高階經理人碩士在職專班
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摘要: 本研究對象為台中某一婦產科診所,將其命名為個案婦產科診所,透過實證方式對就醫顧客的服務期望與實際感受的主要影響因素做量化研究:從醫療服務品質、醫生特質、顧客滿意度、顧客忠誠度及顧客統計變數等五個構面做分析,其中使用敘述統計說明各變量,變異數分析探討不同背景的就醫顧客對個案婦產科診所的預期服務重要程度、實際感受服務滿意程度、整體滿意度及就醫忠誠度是否有所差異,並以Cronin and Taylor的績效衡量服務品質的評估模式比較就醫顧客的加權滿意度及所代表的涵意,最後透過迴歸分析探討就醫顧客整體滿意度對就醫顧客忠誠度的影響。研究結論如下:不同背景的就醫顧客對就醫顧客的預期服務重要程度,有部份顯著差異;.不同背景的就醫顧客對就醫顧客的實際感受服務滿意程度,有部份顯著差異;不同背景的就醫顧客對就醫顧客整體滿意度,有部份顯著差異;不同背景的就醫顧客對就醫顧客忠誠度,有部份顯著差異;.就醫顧客在考慮就診時,就醫顧客最先也最重要的衡量是「隱密性」,其次為保證性;就醫顧客整體滿意度對就醫顧客忠誠度之再診意願、向他人推薦、服務過程、服務品質、轉診成本、不會移轉他院等六個問項具有正向的影響。
The subject of this research is regarding one of the maternity clinics in Taichung, named a maternity clinic case study. Through real investigation methods to conduct a quantitative research on the main factors in the expectation and true feeling from all surveyed customers who have taken the medical service from this maternity clinics. From the five dimensions of (1) quality of medical service, (2) doctors' characteristic, (3) customers' satisfaction, (4) customers' loyalty, and (5) customers' statistical variables regarding to the subject maternity clinics, using descriptive statistics on the variables and variances, this research analyzes the degree of real service satisfaction, the degree of satisfaction as a whole, and the loyalty of staying in the same clinic among all the serviced customers with various backgrounds. Also, using Cronin and Taylor's evaluation model of measuring service quality achievement compares the meaning of the weighted customer satisfaction level. Finally, using feedback analysis, to find out what influence of customer's total satisfaction is to customers' loyalty. The conclusions of this study are: the importance of medical service expectation had by customers with different background is obviously different; the service satisfaction actually felt by customers with different background is obviously different; the overall service satisfaction felt by customers with different background is obviously different; the loyalty to clinic had by customers with different background is also obviously different; the first and the most important reason for customers to evaluate the clinic is the privacy, and then the ability of service guarantee; the satisfaction as a whole for customers has a positive influence on loyalty of the six choices such as follow-up visiting, recommendation to people, service process, service quality, cost of referral, and no clinic transfer.
其他識別: U0005-0207200716182900
Appears in Collections:高階經理人碩士在職專班



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