頁籤選單縮合
題 名 | 醫療服務品質對忠誠之影響--以滿意中介效果=The Effect of Medical Service Quality on Loyalty: Satisfaction as the Mediator |
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作 者 | 藍毓莉; 江雪萍; 王美慧; 陳建智; | 書刊名 | 顧客滿意學刊 |
卷 期 | 11:2 2015.09[民104.09] |
頁 次 | 頁223-239 |
分類號 | 419.47 |
關鍵詞 | 醫療服務品質; 醫療滿意; 忠誠; Medical service quality; Medical satisfaction; Loyalty; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究主要以滿意為中介效果驗證醬療服務品質對忠誠之影響。採橫斷式調查法(Cross- Sectional Studies),以區域教學暑院之門診病人為研究對象,採面訪或自填問卷方式進行結構式問卷資料收集,有效問卷為586份。結果發現:醫療服務品質與醫療滿意呈顯著正相關(r=0.746 **, p<0.01);醫療滿意與忠誠主顯著正相關(r=0.637 **, p<0.01);醫療服務品質與忠誠呈顯著正相關(r=0.682**, p<0.01);醫療滿意為暑療服務品質與忠誠之中介效果, 且醫療服務品質與暑療滿意對忠誠之預測力達52.3%。本研究結果可作為醫院管理改善方向及提昇競爭力之重要參考。 |
英文摘要 | This study examined mediation effect of satisfaction on medical service quality and loyalty. Cross-sectional research method was employed in this research. The subjects were patients at a regional teaching hospital. This study collected samples through face-to-face interviews and self-administered questionnaires. A total of 586 valid surveys were collected for analysis. The results show that medical service quality has a positive effect on medical satisfaction(r=0.746**, p<0.01). Medical satisfaction has a positive effect on loyalty(r=0.637**, p<0.01). Medical service quality has a positive effect on loyalty(r=0.682**, p<0.01). The relationship between medical service quality and loyalty is mediated by medical satisfaction. Medical service quality and medical satisfaction are significant predictors of loyalty (52.3%). The result of this study can be used for improving hospital management strategies and increasing competitive advantage suggestions. |
本系統中英文摘要資訊取自各篇刊載內容。