| Summary: | 碩士 === 南華大學 === 管理研究所 === 91 === The purpose of this study is to establish the customer(patient) satisfaction model of hospital inpatient. 37 variables are used to measure customer，s service expectation and perceived service performance.To analyze the difference of attitudes to satisfaction among inpatient customers with various demographic characteristics,some multivariate analysis techniques including descriptive statistics,Ttest,oneway ANOVA are employed in this study.In addition,LISREL is applied to investigate the relationship between the service expectations,the perceived service performance,the customer satisfaction and the loyalty.
The findings of the study indicate partial personal characteristics bring significant difference in the perceived service performance.Moreover, the service expectations have a direct significant impact on the perceived service performance,and perceived service performance implies a direct significant impact on customer satisfaction.Sequentially,both the perceived service performance and the customer satisfaction directly impact the customer，s loyalty.
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