A Study of the Relationship Between Outpatient Preferences and Clinic Traits

• Main Authors: I-Chien Chang, 張艾芊
• Other Authors: Wang, Yu-Ping
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/06742551827382854087

碩士 === 國立中山大學 === 高階經營碩士班 === 100 === Abstract Nowadays﹐clinics are facing much heavier pressure than ever before﹒ While under the National Health Insurance Program﹐clinics are also faced with a dramatic increase in rivalry and a steep decline in outpatient population； how to obtain a competitive advantage has become the priority of each clinic﹒ This study adopted literature reviews which focus on Relationship Quality（Trust、Commitment、Satisfaction）、Perceived Value and Customer Retention﹐which employed to evaluate the empirical data collected from the 199 valid questionnaire samples﹒“Considerate toward patients”、 “Patient satisfaction”、 “Service quality”、 “Cost effectiveness”、“Medical service”and “Basic living”are motives elicited from the data﹐and analyzed by using principal component analysis﹐validity analysis and reliability analysis﹒ The results are as follows﹒ “Considerate toward patients” motivation has an obvious positive effect on the females﹒ The education levels of outpatients has a correlation with “Considerate toward patients” and “Patient satisfaction” where the motivation constructs become stronger﹒ In addition﹐“Considerate toward patients” and “Medical service” motivations are correlated with the young adults﹒ With the multivariate demographic data for reference﹐sustainable actions can be incorporated into the strategy management process for community clinics﹒ The clinics can then possess key success factors from mastering outpatient preferences and clinic traits. Keywords： Perceived Value﹐Relationship Quality（Trust、Commitment、Satisfaction）﹐ Customer Retention