A study of the health center service quality, customer satisfaction, and loyalty
| Autor: | Wei Tsai, 蔡巍 |
|---|---|
| Rok vydání: | 2012 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 100 Because national income increases, people began to focus on the quality of life and emphasised on personal health in recent years. More and more people received regular health checks because senior health check at their own expenses could to detail examination of symptoms, to confirm the cause, and in the inspection process for customers to enjoy VIP services. Especially with the advent of the aged society, more and more people realized that the health to manage by themselves and prepared for the future of old age. However, because the higher price at their own expense health check, so customer service quality requirements were more stringent. This examine for a health center in northern Taiwan (hereafter known as the health center) customer satisfaction, loyalty, willing to pay higher price, customer conversion intention and service quality dimensions between correlations, the objects of study for a health center customers, conducted a questionnaire survey on November 21, 2011 ~ December 24, 2011 (5 weeks), the study sample of 300 cluster sampling customers, to obtain a valid sample of 298. The empirical analysis found that the overall service quality of the health center and customer satisfaction, loyalty, willing to pay higher price showed a significant positive relationship, and customer conversion intention showed a significant negative relationship, but the overall service quality related to the nine dimensions such as privacy policy, hospital facility, efficiency, reliability, responsiveness, assurance, empathy, tangibles, procedure of care and customer satisfaction, loyalty, willing to pay higher price, customer conversion intention were not significant, the final regression analysis of the overall service quality related to the nine dimensions and customer satisfaction, loyalty, willing to pay higher price, customer conversion intention, only hospital facility and customer satisfaction showed a significant positive relationship, and willing to pay higher price showed a marginal significant positive relationship. Reliability and customer satisfaction, loyalty showed a significant positive relationship, and customer conversion intention showed a significant negative relationship. Responsiveness and willing to pay higher price showed a marginal significant positive relationship. Empathy and customer satisfaction showed a marginal significant positive relationship. Tangibles and willing to pay higher price showed a marginal significant positive relationship. Efficiency and customer satisfaction showed a significant positive relationship, and customer conversion intention showed a significant negative relationship. The health center service quality in the past academic literature, such as Brunero, Lamont, &; Fairbrother (2009), the service quality did not divide into the nine dimensions such as privacy policy, hospital facility, efficiency, reliability, responsiveness, assurance, empathy, tangibles, procedure of care, and customer satisfaction, loyalty, willing to pay higher price, customer conversion intention to intercropp direct link. This study can complement the medical services for the health center service quality gaps in knowledge, can also provide hospital administrators as a reference to improve service quality and market development. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|