A Study of Customer Loyalty in the Self-Paid Health Examination--from the Viewpoints of Balanced Scorecard

• Main Authors: YanSheng Chen, 陳言昇
• Other Authors: Chuen-Sheng Cheng
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/28493272474279941400

碩士 === 元智大學 === 工業工程與管理學系 === 90 === Recently, the environment of Taiwan’s health care business has changed dramatically. Due to the rising standard of living and increased incomes, people pay much more attention to their health which leads to an increasing demand for health examinations. Nowadays, in the competitive health examination markets, management must understand the important factors affecting customer loyalty and satisfaction. Previous researches usually focused on a single dimension to investigate the relationship of customer loyalty and satisfaction which lead to less persuasive findings. This research employs the concepts of balanced scorecard to investigate the factors directly or indirectly influence the customer loyalty of the self-paid health examination. Through the investigating of information collected from questionnaire, this research explores the relationship between customer loyalty and satisfaction based on the concepts of the balanced scorecard. Some suggestions are made based on the perspectives: customer, internal business processes, and learning growth. The findings of this research will provide useful reference for strategic planning in health examination business.