The Impact of Perceived Value on Relationship Quality：The Cases of Patients in Taiwanese Hemodialysis Centers

• Main Authors: CAI,YUN-JING, 蔡云菁
• Other Authors: HUANG,YU-AN
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/hjtvsb

碩士 === 國立暨南國際大學 === 國際企業學系 === 104 === Perceived value has been considered one of the most important concepts for understanding customers in the service industry. And Perceive value is what the customers are satisfied with the total experience. Relationship quality is a critical indicator of whether there is a good relationship between a buyer and seller, and in the literature has also been used to measure the interpersonal relationship. Although perceived value and customer satisfaction is different, but there is a relationship of mutual influence between them. Consequently, this research was adopted by semistructured interviews, regarded the patients as an object of study and interviewed them. The purpose of the study attempts to investigate the role of perceived value, and relationship quality on the relationship among hemodialysis. Perceived value consists of three components: functional value, social value, emotional value. Relationship quality consists of two components: satisfaction, and trust. The result of the study revealed that perceived value that patient cognitive will influence the trust and satisfaction of relationship quality. Functional value is not only having a great effect on trust and satisfaction of patients, but also the reasons for continuing choosing the same hemodialysis center. Social value of patients' cognitive is higher, but patients' satisfaction performance may not be higher.