THE RELATIONSHIPS AMONG HOSPITAL IMAGE, SERVICE QUALITY, SERVICE VALUE, SATISFACTION AND BEHAVIOR INTENTION--AN EMPIRICAL STUDY OF THE TEACHERS AND GOVERNMENT OFFICERS HEALTH EXAMINATION CENTER IN CHIAYI

• Main Authors: Wen-fang Lo, 羅文芳
• Other Authors: Hsin-kuang Chi
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/84836539936375931139

碩士 === 南華大學 === 企業管理系管理科學碩博士班 === 98 === 　　As much greater importance is now attached to health, people place great value on healthcare. Regular health examinations emphasize that prevention is better than cure. This concept takes root gradually. Besides providing the service of checkup, the Healthy Examintion Center need to promote its service quality and satisfy the patients'' requests. The study uses the correlation- analysis and the multiple-regression-analysis to find the influential factors of customer switching intention in health examination services. Moreover, it can promote the hospital image and enhance its competition. The study showed: (1) quality of servies has remarkably positive influence on hospital image, service value and degree of satisfaction. (2) service value has remarkably positive influences on hospital image, degree of satisfaction and behavior intention. (3) hospital image has remarkably positive influences on degree of satisfaction and behavior intention.(4) degree of satisfaction has remarkably positive influences on behavior intention. (5) degree of satisfaction has partially intermediate effects on quality of service and behavior intention. (6) service value has partially intermediate effects on quality of service and degree of satisfaction (7) hospital''s image have no completely intermediate effects on quality of service and degree of satisfaction. (8) hospital''s image have no completely inermediate effects on quality of service and behavior intention. (9) service value has partially intermediate effects on quality of service and behavior intention.(10) hospital''s image have no completely inermediate effects on quality of service and service value.