The environment of the health care industry resulting in a considerable change in recent years by the NHI system uncertainty, rising health care costs, intra-industry competition, the rise of consumer awareness, as well as the patient's requirements to improve the quality of medical care and other factors impact. Therefore, health care providers have thinking business strategy in the future of medical institutions, and actively pursue a diversification of health services, extend the medical professional services related to health checks which is no constraints by NHI system, and at their own expense systemic health checks. Armed forces hospital is not only provide health check service to military personnel but also to provide the public at their own expense health check service. Many domestic and foreign literature shows that use of customer relationship management effectively can improve service quality. Therefore, how to use customer relationship management to enhance service quality of health check, to explore new customers (public) and retaining customers (military personnel), strengthen the competitiveness is an important issue facing the Armed forces hospitals.
In this research, the content of health check service quality are four dimensions to form by the environmental facilities, the health check process, personnel services and health management;the overall customer satisfaction for a single item; the customer loyalty is primarily to repurchase intentions and recommended four questions of. The structure of this research was constructed by "health check service quality", "customer satisfaction", " customer loyalty" the three dimensions together with background information on the dimensions of the formation; and distinguish between "health check service in current" and " health check services in the use of customer relationship management to adjust or increase the service measures " in two part. Explore the relationship and differences between the various dimensions.
This research took the example of an armed forces regional hospital. We use the convenient sample method to obtain questionnaires. The result of this research discovers that the demographic factors have no statistical difference with the health check service quality and the overall customer satisfaction; demographic factors of marital status and work patterns (military personnel) for partial questions of the customer loyalty have significant difference. There is moderate to high positive correlation between health check service quality and overall customer satisfaction. With the application of stepwise multiple regression analysis, health management in the health check service quality can efficiently predict overall satisfaction of the health check as a whole explanatory power and statistical-significance. Health check of the overall customer satisfaction and customer loyalty is positively related. "The overall satisfaction of health check services in the use of customer relationship management to adjust or increase the service measures" is higher than "the overall satisfaction of health check service in current" and has the remarkable difference. "The customer loyalty of health check services in the use of customer relationship management to adjust or increase the service measures" is higher than "the customer loyalty of health check service in current" and has the remarkable difference.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0620112-082145 |
| Date | 20 June 2012 |
| Creators | Chuang, Kuo-yuan |
| Contributors | Yuan-yi Chia, Ying-chun Li, Dong-sheng Tzeng |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0620112-082145 |
| Rights | user_define, Copyright information available at source archive |
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