| Summary: | 碩士 === 國立東華大學 === 企業管理學系 === 97 === The purpose of the study is to examine customers’ word-of-mouth associated with
community health centers’ in I-Lan county by a model. By analyzing a set of 362 people of 12 cities and towns in I-Lan county, this study uses the structural equation model with AMOS software to show that the customer expectations have a direct impact on customer perceived service quality, customer satisfaction and customer word-of-mouth. Second, customer perceived service quality have a direct impact on customer satisfaction but do not have the same impact on customers’ word-of-mouth. Not surprisingly, customer satisfaction significantly influences customers’ word-of-mouth in the study. Besides, the study also finds that customer satisfaction is the most important factor that influences customers’ word-of-mouth. Though influences of customer perceived service quality on customer satisfaction are stronger than the influences of customer expectations, both influences on customers’ word-of-mouth are similar.
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