The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example
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...
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ndltd-TW-094NKIT56910022016-05-20T04:18:01Z http://ndltd.ncl.edu.tw/handle/13886027021303157931 The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example 顧客導向、服務價值、醫療服務品質與病患滿意度之關聯性探討-以南部地區醫學中心為例 Yu-Lun Liu 劉有倫 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. Wan-I Lee 李婉怡 2005 學位論文 ; thesis 136 zh-TW |
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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.
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author2 |
Wan-I Lee |
author_facet |
Wan-I Lee Yu-Lun Liu 劉有倫 |
author |
Yu-Lun Liu 劉有倫 |
spellingShingle |
Yu-Lun Liu 劉有倫 The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example |
author_sort |
Yu-Lun Liu |
title |
The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example |
title_short |
The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example |
title_full |
The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example |
title_fullStr |
The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example |
title_full_unstemmed |
The relationship among Consumer orientation, Service value, Medical care service quality and Patient satisfaction-Take the medical center in southern Taiwan for example |
title_sort |
relationship among consumer orientation, service value, medical care service quality and patient satisfaction-take the medical center in southern taiwan for example |
publishDate |
2005 |
url |
http://ndltd.ncl.edu.tw/handle/13886027021303157931 |
work_keys_str_mv |
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