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題 名 | Understanding the Relationships between Customer Satisfaction and Service Quality in the Senior Care Industry of Taiwan |
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作 者 | Chang, Hsing-yun; Wu, Hsueh-ying; Lin, Cho-pu; | 書刊名 | Academy of Taiwan Business Management Review |
卷 期 | 4:3 2008.12[民97.12] |
頁 次 | 頁90-96 |
分類號 | 496.7 |
關鍵詞 | Service quality; Senior care; Customer satisfaction; Taiwan; Parasuraman et al.; |
語 文 | 英文(English) |
英文摘要 | The senior-care market has been on the rise in rural Taiwan. Soaring competition among senior-care operators has led to escalating consumer demands on performances, driving the industry to become more customer-oriented. The authors examined the relationships between service quality of senior care and customer satisfaction in rural areas of southern Taiwan based on Parasuraman, Zeithaml and Berry’s SERVQUAL ten dimensions. Multiple regression was conducted to test the relationships. The statistical results showed that access, competence, and employees’ understanding are significantly and positively related to customer satisfaction. This finding, among others, suggests that senior-care operators in Taiwan might have overlooked the above mentioned three dimensions as factors leading to customer satisfaction and, ultimately, to a sustainable competitive advantage. To pinpoint what the customers really need, the Senior Care Organizations in Taiwan should keep communicating with their customers, to identify the priority dimensions towards customer satisfaction. |
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