| Summary: | 碩士 === 銘傳大學 === 管理研究所 === 96 === The health examination service is one part of the health care services, but it is very similar with the general public service. In recent years, the health examination servives also provide the comfortable environment, the good relationship and the interaction. Besides, “the general hospital” has very competitive with “the specialized health examination clinic.” In such competitive situation, the customer switching behavior not only because unsatisfied with the service but also the other competitors that have more personable, more reliable and higher quality. The study uses the correlation-analysis and the multiple-regression-analysis to find the influential factors of customer switching intention in health examination services.
The results of this research are as follows: (1) The service quality have negative correlation with the customer switching intention, especially in the environment, the professed staff, the equipment and the following treatment; (2) The relationship quality have negative correlation with the customer switching intention, especially in the professed trust; (3) The attraction by competitors have positive correlation with the customer switching intention; (4) The private payment samples have different attitude of the switching intention to the group samples; (5) The service quality and the relationship quality have positive correlation. Finally, the author provides some suggestions with the specialized health examination clinic and the general hospital.
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