The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example

• Main Authors: Yu-Lun Liu, 劉有倫
• Other Authors: Wan-I Lee
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/13886027021303157931

碩士 === 國立高雄第一科技大學 === 行銷與流通管理所 === 94 === ABSTRACT Under the National Health Insurance Program, hospitals face heavier pressure than before. Under the limitation of cost pressure and patient source, competition between hospitals has increased dramatically .To meet the goal of quality improvement and cost efficiency, hospitals must make efforts to establish good relations with customers. Through this active strategy, hospitals can increase customer satisfaction and service image. So the establishment of “Customer Orientation” is a top priority of hospitals and superior competition to stay alive. The analysis of knowledge resources can offer hospitals key factors to advance quality and provide the best medical service. Most important of all, hospitals have exact utility offering superior personal service for customers to create valuable mutual connection model. The study used questionnaire to examine. And using Pearson correlation analysis, linear structure relation and ANOVA analysis researcher this subject. This study will focus on the relationship between consumer orientation, service value, medical care service quality and patient satisfaction in the medical center in southern Taiwan. The result indicates that consumer orientation , medical care service quality and service value are positively related in a medical center. These three dimensions can influence the degree of patient satisfaction. Further , the different degree of consumer orientation obviously have different impact on the medical care service quality and patient satisfaction dimensions , but no impact on the service value dimension. According to the result , the hospital should enhance and execute consumer orientation behavior. They must train staffs to adopt“ consumer first” concept when they offers service mode and contents to patient. Then they can meet patient needs and create more to the patient.