ABSTRACT
Under the dramatic competition of all kinds of hospital and the raising of consumer awareness, it is becoming important issues for a hospital manager to improve the service quality of health care, further to enhance patient¡¦s satisfaction & loyalty.
Many articles & papers discuss the outpatient service quality and patient¡¦s satisfaction with many single items of service process. In fact, the outpatient service is composed of a series of service process. So, I evaluate and predict the patient¡¦s satisfaction & loyalty under the term of outpatient service process.
This study took the example of the outpatient of a provincial community hospital. We use the convenient sample method, and totally got the 222 efficient questionnaires. We do verity the seven outpatient service process with factor analysis.
This study has several following remarkable results. The demographic factors have no statistical difference with outpatient service process quality, total satisfaction and consumer loyalty. There is positive correlation between quality of outpatient service process and customer satisfaction. The quality of outpatient service process has a positive impact on consumer loyalty. And the consumer satisfaction exerts a positive influence on the consumer loyalty. With the application of multiple regression analysis, the outpatient service process can efficiently predict consumer satisfaction & loyalty.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0130108-001033 |
| Date | 30 January 2008 |
| Creators | Luo, Chung-wei |
| Contributors | Tai-Hwa Chow, Tai-Hwa Chow, Hueimei Liang, Yuan-Yi Chia |
| 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-0130108-001033 |
| Rights | not_available, Copyright information available at source archive |
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