The Impacts of both Service Quality and Hardware Quality on the Customer Satisfaction of Postpartum Nursing Care Center

• Main Authors: Ching Shing Hsu, 徐景杏
• Other Authors: M. H. Kao
• Format: Others
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/10079495385424980633

碩士 === 長庚大學 === 商管專業學院碩士學位學程在職專班經營管理組 === 102 === Although Taiwan birthrate has been declining over the years, the number of postpartum nursing care center has increased significantly. Sharing similarities yet different from the healthcare and hotel industries, postpartum nursing care centers compete not only in services which include professional care and dietary management but also in hardware facilities such as equipment and location. The purposes of this study are to investigate the impacts of both service quality and hardware quality on customer satisfaction of postpartum nursing care center, and to provide suggestions for postpartum nursing care centers to increase customer satisfaction. With a quantitative questionnaire, online surveys and personal interviews of 584 customers of postpartum nursing care centers were conducted. Based on confirmatory factor analysis and regression analysis, hypotheses were tested. The results reveal that service quality shows positive influence on the customer satisfaction, especially in the aspects of reliability, assurance and empathy. Hardware quality also displays a positive impact, particularly in the areas of general amenities and ambience. In addition, if a postpartum nursing care center can offer delicious meals, and open at a convenient location, it will also deliver higher customer satisfaction.