THE RELATIONSHIP STUDY OF HOSPITAL SERVICE QUALITY AND INPATIENTSATISFACTION-A CASE OF CERTAIN DISTRICT TEACHING HOSPITAL IN CHIAYI
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...
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ndltd-TW-091NHU054570102016-06-22T04:20:19Z http://ndltd.ncl.edu.tw/handle/05824771678918504287 THE RELATIONSHIP STUDY OF HOSPITAL SERVICE QUALITY AND INPATIENTSATISFACTION-A CASE OF CERTAIN DISTRICT TEACHING HOSPITAL IN CHIAYI 醫院服務品質與住院病患家屬滿意度之關聯性研究-以嘉義某區域教學醫院為例 Yen-wen Chuang 莊演文 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. Ching-fu Chen 陳勁甫 2003 學位論文 ; thesis 123 zh-TW |
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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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author2 |
Ching-fu Chen |
author_facet |
Ching-fu Chen Yen-wen Chuang 莊演文 |
author |
Yen-wen Chuang 莊演文 |
spellingShingle |
Yen-wen Chuang 莊演文 THE RELATIONSHIP STUDY OF HOSPITAL SERVICE QUALITY AND INPATIENTSATISFACTION-A CASE OF CERTAIN DISTRICT TEACHING HOSPITAL IN CHIAYI |
author_sort |
Yen-wen Chuang |
title |
THE RELATIONSHIP STUDY OF HOSPITAL SERVICE QUALITY AND INPATIENTSATISFACTION-A CASE OF CERTAIN DISTRICT TEACHING HOSPITAL IN CHIAYI |
title_short |
THE RELATIONSHIP STUDY OF HOSPITAL SERVICE QUALITY AND INPATIENTSATISFACTION-A CASE OF CERTAIN DISTRICT TEACHING HOSPITAL IN CHIAYI |
title_full |
THE RELATIONSHIP STUDY OF HOSPITAL SERVICE QUALITY AND INPATIENTSATISFACTION-A CASE OF CERTAIN DISTRICT TEACHING HOSPITAL IN CHIAYI |
title_fullStr |
THE RELATIONSHIP STUDY OF HOSPITAL SERVICE QUALITY AND INPATIENTSATISFACTION-A CASE OF CERTAIN DISTRICT TEACHING HOSPITAL IN CHIAYI |
title_full_unstemmed |
THE RELATIONSHIP STUDY OF HOSPITAL SERVICE QUALITY AND INPATIENTSATISFACTION-A CASE OF CERTAIN DISTRICT TEACHING HOSPITAL IN CHIAYI |
title_sort |
relationship study of hospital service quality and inpatientsatisfaction-a case of certain district teaching hospital in chiayi |
publishDate |
2003 |
url |
http://ndltd.ncl.edu.tw/handle/05824771678918504287 |
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