An Empirical Study of Customer Value in Health Care Industry

• Main Authors: Chia-Hui Lin, 林佳慧
• Other Authors: Wan-I Lee
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/57420735682314392899

碩士 === 國立高雄第一科技大學 === 企業管理研究所 === 95 === Now many researchs in health care industry are focused on attributes. So this study discusses attribtes, consequences and values. Calculating factors occurrence of each level of means- end chains, from these, a hierachical alue map could be constructed. The purpose of this article is to adopt Holbrook (1994c, 1996, 1999) the eight types of customer value in health care industry. In order to confirm the variables for measuring customer value, at the first stage, the approach is based on second-oreder confirmatory factor analysis to test the fitting of customer value model and adopts structueal equations modeling to analysis the relationship between customer value and patient satisfaction. Finally, this study adopts hard laddering to collect information and conduct content analysis depicting a hierarchical value map. This study not ony enhances the empirical insufficiency in consequence and goal level of customer value, but also confirms Holbrook (1994c, 1996, 1999) the eight types of customer value that includes efficiency, excellence, status, esteem, play, aesthetics, ethics and spirituality on medical care industry. The major findings of this study are summarized as following. Overall, the global model fit is acceptable. This empirical result supports the relationships among the customer value and patient satisfaction. The results of interviews categorized by content analysis were drawn into hierarchical value maps. From these HVMs, we find that excellence value is the most complete one. And spirituality value is the weak one. Waiting time, flow work time, booking, diversified service, physician and nurse attitude, professional and result are related to patient satisfaction.