Abstract
This research take ¡§the service quality¡¨, ¡§the customer degree of satisfaction¡¨ and ¡§the customer loyalty¡¨ is variable as the research, reads the domestic and foreign various experts to propose the research theory and the argument, and as studies the parent substance take ¡§some area Teaching hospital¡¨, in view of ¡§the populace who once arrived at some area Teaching hospital in hospital¡¨ are the sampling objects, carries on the paper questionnaire real diagnosis work, conducts the above three research variable mutual relatedness research. This research main discovery is:
1. ¡§The medical procedure¡¨ the partial degree of satisfaction and the patient loyalty ¡§will need the medical service regarding the medical service quality to come this courtyard again once more?¡¨Present that the intense forward relational existence.
2. ¡§The service result¡¨ the partial degree of satisfaction and the patient loyalty ¡§will need the medical service regarding the medical service quality to come this courtyard again once more?¡¨ Present that the intense forward relational existence.
3. ¡§The medical procedure¡¨ partial satisfaction and the patient loyalty ¡§the relatives and friends needs the medical service regarding the medical service quality to be willing to introduce this courtyard?¡¨ Present that the intense forward relational existence.
4. ¡§The service result¡¨ partial satisfaction ¡§the relatives and friends needs the medical service regarding the medical service quality in with the patient loyalty to be willing to introduce this courtyard?¡¨ Present that the intense forward relational existence.
5. (1) Demography and in the medical service quality's of variance analysis hospital ward environment facility degree of satisfaction, filling in artificial myself must myself have outside the remarkable difference regarding the hospital ward environment facility degree of satisfaction.
(2) Demography and in the medical service quality's of variance analysis staff service attitude degree of satisfaction, filling in artificial myself must myself have the remarkable difference
(3) Demography and in medical service quality of variance analysis knowing medical procedure degree of satisfaction regarding the staff service attitude degree of satisfaction, filling in artificial myself must myself have the remarkable difference and the female regarding the medical procedure degree of satisfaction compare the male to have the remarkable difference regarding the medical procedure degree of satisfaction.
(4) Demography and in medical service quality's service result degree of satisfaction variance analysis knowing, filling in artificial myself must myself have the remarkable difference regarding the service result degree of satisfaction.
6. (1) Goes see a doctor the background and in medical service quality of variance analysis knowing hospital ward environment facility degree of satisfaction; Regarding chooses factor of this courtyard¡§to recommend, ¡§the good communications¡¨ for the relatives and friends¡¨, ¡§the medical skill to be wise¡¨ and ¡§the service attitude is good¡¨ the option to the hospital ward environment facility degree of satisfaction to have the remarkable difference.
(2) Goes see a doctor the background and in medical service quality of variance analysis knowing staff service attitude degree of satisfaction, chooses in this courtyard the factor ¡§to be good for the service attitude¡¨ to goes see a doctor the background and the staff service attitude degree of satisfaction has the remarkable difference.
(3) Goes see a doctor the background and in the medical service quality of variance analysis medical procedure degree of satisfaction, ¡§the relatives and friends recommend¡¨, ¡§the good communications¡¨, ¡§the medical skill to be wise¡¨, ¡§the service attitude to be good¡¨The option has the remarkable difference.
(4) Goes see a doctor the background and in the medical service quality of variance analysis administrative efficiency degree of satisfaction, the option is ¡§the place is moderate¡¨, ¡§the medical equipment to be good¡¨ has the remarkable difference.
(5) Goes see a doctor the background and in the medical service quality of variance analysis service result degree of satisfaction, the gynecology and obstetrics department has the remarkable difference compared to the surgical department: In hospital way outpatient service has the remarkable difference compared to the emergency medical treatment.
6. Customer sickness in medical service satisfaction which provides to the hospital by medical procedure part satisfaction and the service result actually important attribute. Has the intense predictive ability with the patient loyalty.
Key words:Service Quality, Customer degree of Satisfaction, Patient Loyalty, local Hospital
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0806109-092657 |
| Date | 06 August 2009 |
| Creators | Chen, Hai-wei |
| Contributors | Yuan-Yi Chia, Ying-Chun Li, Jen-her Wu |
| 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-0806109-092657 |
| Rights | not_available, Copyright information available at source archive |
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