The FAIRSERV Model and Customer Satisfaction： From Trust and Perceived Customer Value Perspective of Medical Service Quality

• Main Authors: Yu-Hung Wang, 王宇宏
• Other Authors: 林志麟
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/25620429610260219169

碩士 === 元智大學 === 資訊管理學系 === 99 === Customer satisfaction has drawn great attention of service researchers in different disciplines in these two decades. The measurement of customer satisfaction was regarded as a function of service quality by a variation of the SERVQUAL instrument in medical service. This study is to build a broader understanding of the determinants of customer satisfaction for hospitals in Taiwan. We employ broader medical services by incorporating the perceptions of fairness in service delivery (FAIRSERV) to show the importance of FAIRSERV to customer satisfaction. We conduct an empirical survey, including samples of customers from the hospitals in Taiwan, and use PLS-Graph to evaluate the measures of reliability as well as validities, and to test the hypotheses. The results show that fair service not only has a significant impact on customer satisfaction but also plays a role equivalent to service quality in determining customers’ trust and their perceived value, which in turn lead to customer satisfaction to the service provided in Taiwan hospitals. Thus, the impact of FAIRSERV on customer satisfaction is significant. The examination the impact of service quality on customer satisfaction for medical service should incorporate fair service as a major contributor for more rigorous research results.