| Summary: | 碩士 === 中山醫學大學 === 醫學資訊學系碩士班 === 106 === There have been many related researches on the service quality and customer loyalty in the service industry and the medical industry. The customer perception of response may be effected by the psychological status is a valuable problem. In this study, we explored the relationship between level of depression, expectation and perception of service quality and loyalty in medical services, to enhance the quality of medical services and patient’s loyalty.
A structured questionnaire consists of the patient’s socio-economic data, measurement of depression, expectation of service quality, perception of service quality, and loyalty, is adopted in the research.
A sample of 685 patients with sleep disorders is collected from a sleep center in central Taiwan, while 431 were recovered and 282 were valid. Hierarchical regression and structural equation modeling (SEM) are used to examine the relationship between level of depression, expectation and perception of service quality and loyalty. Hierarchical regression reveals that perception of service quality is the mediator to clarify the relationship between the level of depression and loyalty. SEM analysis indicates the influenced route from depression to loyalty such as: female has higher depression than male (B= -0.150, p=0.010), age effects depression significantly (B= -0.185, p=0.003), depression influenced positively to the expected service quality (B=0.158, p=0.009), the expected service quality influenced positively to the perceived service quality (B=0.158, p=0.011), and the perceived service quality influenced positively to the loyalty (B=0.897, p<0.001).
The SEM model based on diversified perspectives to explores the patterns of influenced route which is more realistic than regression. It helps us to get closer to patient’s psychological to meet the needs of service quality and enhance loyalty.
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