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研究生:潘敬庭
研究生(外文):Ching Ting Pan
論文名稱:服務品質與顧客滿意:知覺風險之中介效應及顧客忠誠之干擾效應
論文名稱(外文):Service Quality Customer Satisfaction: The Mediation Effects of Perceived Risk and Moderation Effect of Customer Loyalty
指導教授:蔡翠旭蔡翠旭引用關係陳木榮陳木榮引用關係
指導教授(外文):Tsuan-Hsu TsaiMu-Jung Chen
學位類別:碩士
校院名稱:大葉大學
系所名稱:國際企業管理學系碩士在職專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:43
中文關鍵詞:服務品質顧客滿意知覺風險顧客忠誠中介干擾
外文關鍵詞:service qualitycustomer satisfactionperceived riskcustomer loyaltymediation effectsmoderation effect
相關次數:
  • 被引用被引用:1
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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:2
本研究透過層級回歸方式探討台灣本島醫療機構服務品質、顧客滿意、知覺風險及顧客忠誠之因果及交互關係。
本研究經由人工發放問卷方式,請就診完畢之病患填寫問卷。17家醫療機構,共計發放了1000份問卷。總共回收610份,去除無效問卷沒填寫完成者221,總共有效問卷為389份,有效回收率為38.9%。
本研究發現,服務品質與顧客滿意具有正相關;知覺風險與服務品質及顧客滿意具有部分中界關係;而顧客忠誠對於服務品質與顧客滿意之干擾關係則獲得支持。
This research is based on regression way to probes into the service quality of medical organization in Taiwan, customer satisfaction , perceived risk and customer loyalty cause and effect and mutual relation.
This research is via granting the questionnaire way artificially, the patient who finish going to a doctor fills in the questionnaire. 17 medical organizations, have granted 1000 questionnaires altogether. Retrieve 610 altogether, get rid of the invalid questionnaire and has not filled in 221 persons who have finished, the effective questionnaire is 389 altogether, the effective rate of recovery is 38.9%.
Originally discover, service quality and customer satisfaction has positive correlation; Perceived risk and service quality and customer satisfaction have circle relation in the part. The customer loyalty is stood in service quality and customer's satisfaction interference.
內容目錄
中文摘要 ..................... iii
英文摘要 ..................... iv
誌謝辭  ..................... v
內容目錄 ..................... vi
表目錄  ..................... vii
圖目錄  ..................... x

第一章  緒論................... 1
  第一節  研究背景............... 1
  第二節  研究動機............... 2
  第三節  研究目的............... 3
  第四節  研究問題............... 3
  第五節  醫療服務之特性............ 3
  第六節  研究範圍與限制............ 4
  第七節  研究重要性.............. 4
第二章  文獻探討及假設推演............ 6
  第一節  服務品質與顧客滿意之關係....... 6
  第二節  顧客忠誠對服務品質與顧客滿意之干擾效果 8
  第三節  知覺風險對服務品質與顧客滿意之中介效應 10
第三章  研究方法................. 13
  第一節  研究架構............... 13
  第二節  研究假說............... 13
  第三節  研究範圍及取樣............ 14
  第四節  資料分析方法............. 14
  第五節  各問項之構面............. 15
第四章  資料分析................. 16
  第一節  描述性統計分析............ 16
  第二節  信度分析............... 20
  第三節  效度分析............... 20
  第四節  相關分析............... 21
  第五節  層級回歸分析............. 22
第五章  結論與建議................ 28
  第一節  研究結論............... 28
  第二節  理論與管理之涵意........... 28
  第三節  研究限制與建議............ 29
參考文獻 .....................  31
附錄........................ 40




























表目錄
表 4- 1 樣本結構描素分析表................. 17
表 4- 2 信度分析表 .................. 20
表 4- 3 各變速間相關系數表 ............. 21
表 4- 4 各變數、構面間顧客滿意程度共線性檢定表.... 22
表 4- 5 各干擾變數間相關係數表............. 23
表 4- 6 各中介變數間相關係數表....... 26











圖目錄
圖 3- 1 研究架構................... 13
一、中文部份

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翁承泰(1993),醫院住院服務品質之實證研究,國立臺灣大學商學研究所碩士論文

陳秀珠(2003),醫療服務品質與病患滿意度非線性關係的探討與應用,國立臺灣大學博士論文。

陳佩妮,鄭守夏,鐘國彪及林王美園(1997),臺灣地區醫療品質指標適用性之探討,中華公共衛生學會,16(2),133-142

陳澤義,張保隆及張宏生(2004),臺灣銀行善因行銷、外部線所對服務品質、知覺風險與知覺價值之影響關係研究,Chiao Da Management Review,24(2),87-118

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