Abstract
Nowadays¡Mclinics are facing much heavier pressure than ever before¡O While under the National Health Insurance Program¡Mclinics are also faced with a dramatic increase in rivalry and a steep decline in outpatient population¡F how to obtain a competitive advantage has become the priority of each clinic¡O
This study adopted literature reviews which focus on Relationship Quality¡]Trust¡BCommitment¡BSatisfaction¡^¡BPerceived Value and Customer Retention¡Mwhich employed to evaluate the empirical data collected from the 199 valid questionnaire samples¡O¡§Considerate toward patients¡¨¡B ¡§Patient satisfaction¡¨¡B ¡§Service quality¡¨¡B ¡§Cost effectiveness¡¨¡B¡§Medical service¡¨and ¡§Basic living¡¨are motives elicited from the data¡Mand analyzed by using principal component analysis¡Mvalidity analysis and reliability analysis¡O
The results are as follows¡O ¡§Considerate toward patients¡¨ motivation has an obvious positive effect on the females¡O The education levels of outpatients has a correlation with ¡§Considerate toward patients¡¨ and ¡§Patient satisfaction¡¨ where the motivation constructs become stronger¡O In addition¡M¡§Considerate toward patients¡¨ and ¡§Medical service¡¨ motivations are correlated with the young adults¡O
With the multivariate demographic data for reference¡Msustainable actions can be incorporated into the strategy management process for community clinics¡O The clinics can then possess key success factors from mastering outpatient preferences and clinic traits.
Keywords¡G Perceived Value¡MRelationship Quality¡]Trust¡BCommitment¡BSatisfaction¡^¡M
Customer Retention
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0614112-164022 |
| Date | 14 June 2012 |
| Creators | Chang, I-Chien |
| Contributors | Chen, Wan-Ching, Wang, Yu-Ping, Huang, Ying-Fang, Jaw, Bih-Shiaw |
| 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-0614112-164022 |
| Rights | user_define, Copyright information available at source archive |
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