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研究生:張倩予
研究生(外文):CHUNG-YU CHANG
論文名稱:健康檢查中心顧客忠誠影響因素之探討
論文名稱(外文):An investigation of factors influencing customer loyalty to Physical Examination Center
指導教授:曾旭民曾旭民引用關係
學位類別:碩士
校院名稱:長庚大學
系所名稱:醫務管理學研究所
學門:商業及管理學門
學類:醫管學類
論文種類:學術論文
論文出版年:2005
畢業學年度:93
語文別:中文
論文頁數:62
中文關鍵詞:顧客忠誠信任健康檢查中心聲譽健康檢查
外文關鍵詞:customer loyaltytrusthealth examination centerreputationhealth examination operation
相關次數:
  • 被引用被引用:6
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  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:5
定期健康檢查可以預防疾病的發生,使受檢者瞭解自身的健康狀況,以降低疾病發生的機率。全民健康保險對於健康檢查項目給付少許的預防保健檢查項目,大多數民眾因此仍須以自費方式進行健康檢查,由於多屬於自費項目,對於在目前健保財務緊縮的醫療環境中,健康檢查中心的經營良莠,對醫院的財務健全與永續經營有相當的影響。由於屬於自費項目,因此如何穩定受檢顧客的忠誠成為經營的重要關鍵。本研究主要探討健康檢查中心顧客忠誠的因素,著重於探討顧客在參與健康檢查後,其信任與忠誠是否受到健康檢查中心環境設備、醫護人員互動、聲譽等因素影響,以增進健康檢查中心對顧客使用健康檢查行為之了解。
本研究為問卷調查法,施測對象為某健康檢查中心接受健康檢查的顧客,共有200位研究對象。經由因素分析將顧客對健康檢查中心的信任程度萃取出三因素,分別命名為「專業負責」、「可靠」與「誠實有益」。利用複迴歸分析,探討顧客對健康檢查中心的信任程度與忠誠,分別會受到何種因素所影響。
研究結果顯示顧客對健康檢查中心的信任會受到醫師互動、聲譽所影響,信任受醫師互動及聲譽所影響,健康檢查中心顧客忠誠會受到環境設備、聲譽、專業負責構面、護理人員互動所影響。健康檢查中心可藉由增強醫師與顧客互動及護理人員相關訓練、環境設備改善以促進顧客對健康檢查中心之信任與忠誠,讓顧客願意再次選擇就診。
The improvement in life quality and economic status has made people pay more attention to their health where routine health examination becomes an important activity. A routine health examination not only has preventive effect for the occurrence of disease, but also reminds the customers about their current health status so that necessary steps can be taken to improve their health. In Taiwan, most of thorough health examinations are not covered under national health insurance scheme. Healthcare providers in Taiwan are drawn to this market because the potential of ‘paid-by-the-client’ package is a way to improve the providers’ financial status. Therefore, how to maintain customer loyalty and trust have become the most important challenges for hospital-affiliated physical examination centers.
The research, using questionnaire survey methodology, aims to investigate what factors influence customer loyalty to the healthcare examination center. Questionnaires used in this study included a Consumer Trust Scale (CTS), a Customer Loyalty Scale (CLS), a satisfaction survey towards the operation, facilities, staff interaction, and reputation of the physical examination center. A total of customers undertaken health examination programs were recruited.
Three factors were extracted from the CTS which were named as “professional and responsibility ” , ”reliability,” and ”friendly and honesty.” Trust was significantly and positively influenced by interaction with doctors and reputation of the center. Consumer loyalty were significantly influenced by the physical examination operation, facilities and reputation.
Keywords: customer loyalty, trust, health examination center, reputation, health examination operation.
目錄                            
圖表目錄  
中文摘要      
英文摘要
第一章、緒論 1
第二章、文獻探討 3
第一節、顧客忠誠 3
第二節、信任 8
第三節、醫療機構顧客忠誠相關文獻探討 15
第叁章、研究材料與方法 18
第一節、研究架構 18
第二節、研究對象 20
第三節、研究工具 22
第四節、研究步驟 26
第五節、資料處理與分析 26
第肆章、研究結果 28
第一節、描述性統計 28
第二節、相關分析結果 29
第三節、影響顧客信任與忠誠之因素 31
第伍章、討論與建議 42
參考文獻、46
附錄一、研究問卷 55
附錄二、研究變項之操作型定義 59
附錄三、信任各因素包含細項及其負荷量 61
附錄四、信任因素的命名及其所包含的細項 62
附錄五、顧客忠誠因素負荷量 62

圖 表 目 錄
圖3-1、研究架構 19
表3-1、社會人口學變項 21
表4-1、各項問卷測量結果分數分配表 29
表4-2、信任構面、顧客忠誠與健康檢查流程、護理人員互動、    醫師互動、環境設備、聲譽相關係數表 30
表4-3、複迴歸分析內容 31
表4-4、專業負責之迴歸模型 33
表4-5、可靠之迴歸模型 35
表4-6、誠實有益之迴歸模型 37
表4-7、顧客忠誠之迴歸模型 39
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