Modeling for Patient Satisfaction and Loyalty of Aesthetic Plastic Surgery, and Analysis of Affecting Factors

• Main Authors: Chung-Yih Yan, 顏仲毅
• Other Authors: Neng-Pai Lin
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/82950335605813241712

碩士 === 臺灣大學 === 醫療機構管理研究所 === 95 === Purpose: The pursuit of beauty through aesthetic plastic procedures is a growing trend. However, there is no general database system for collecting data on cosmetic plastic surgery patients, procedures and satisfactory outcomes in Taiwan. A lot of studies on customer satisfaction and loyalty in service industries had been published, but relatively few in healthcare organizations. This study attempts to establish an instrument to measure patient satisfaction and loyalty for patients received aesthetic plastic surgery in Taiwan. Mehtods: Patients who had received aesthetic plastic surgery from 2004 to 2007 in one plastic surgery center (n=992) were included in this study. Questionnaires contained items for various latent variables of hypothetical model had been mailed to these patients and 174 mails had retured. The returned data were not only analyzed with structural equation modeling to confirm the hypothetical model, but also with multiple regression modeling to weight the affecting factors. Results: Patients received aesthetic plastic surgery are mostly female, middle aged, with collage degree, averaged income, and in service business. Our instruments are proved to have high reliability and validity. Male patients have lower satisfaction score, but this result is not significant. Patient satisfaction scores declined over time. Perceived value, curing quality, and caring quality have postive effects on patient satisfaction directly; whereas patient satisfaction, communication, and perceived value have postive effects on patient loyalty directly. Conclusion: Our study is not only helpful in understanding the formation of patient satisfaction and loyalty, but also in creating reasonable strategies for quality management of aesthetic plastic surgery.