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研究生:陳欣凱
研究生(外文):Hsin-kai Chen
論文名稱:醫院人員服務及硬體設施與顧客價值之關聯性研究
論文名稱(外文):The Relation between Service and Facilities of Hospital and Customer Value
指導教授:林尚平林尚平引用關係
指導教授(外文):Shang-Ping Lin
學位類別:碩士
校院名稱:國立雲林科技大學
系所名稱:企業管理系碩士班
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:2008
畢業學年度:96
語文別:中文
論文頁數:79
中文關鍵詞:硬體醫院人員服務顧客價值
外文關鍵詞:facilitieshospitalcustomer value
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隨著平均壽命及教育水準的提升,國人對醫療服務的需求及要求也逐漸提高,不只是重視醫療的效果,服務的過程也深深影響到顧客價值的創造。許多學者的研究顯示顧客價值有多重構面,除了外在的效益以外,還有心理層面的滿足。本研究主要目的為了解醫院的顧客在整個服務環境中所感受到的硬體設施以及服務人員表現與各種顧客價值的關係。本研究以雲林地區某區域醫院的病患及其家屬為研究對象,發出400份問卷,有效問卷334份。透過迴歸分析發現:
一、 醫院人員服務與顧客價值有正向影響。人員服務包含服務內容及服務態度;顧客價值則分為信任價值、功能價值、社會價值、體驗價值。服務內容與四種顧客價值皆有顯著正向關係;服務態度則與信任價值、功能價值、體驗價值有顯著正向關係。
二、 醫院的硬體設施與顧客價值亦有正向影響。硬體設施包含流動氛圍、背景氛圍、整體陳設。流動氛圍及背景氛圍與四種顧客價值皆有顯著正向關係;整體陳設則與功能價值、社會價值有顯著正向關係。
With the increasing of average age and education level, nowadays, people are having more needs and higher standards for medical services. They not only pay much attention to the effect of curing, but also the value during the service process. There are many researches had found that customer value have multi-dimension. In addition to external utilities, customer value involves in internal satisfaction. The main purpose of this study is to identify the relation between services and facilities of hospital and customer value. Data are collected from the patients and their kindred of the regional hospital in Yunlin. There are 334 valid questionnaires. After regression analysis, the results are summarized as following:
1. The services have positive correlation with customer value. Also, services include service attitude and service content; customer value includes trust value, functional value, social value, and experiential value. Service content has positive correlation with all kinds of customer value, and service attitude have positive correlation with trust value, functional value, and experiential value.
2. The facilities have positive correlation with customer value. Also, facilities include flowing ambience, background ambience, and arrangement. Flowing ambience and background ambience have positive correlation with all kinds of customer value, and arrangements have positive correlation with functional value and social value.
中文摘要 I
英文摘要 II
誌謝 III
一、緒論 1
1.1 研究背景與動機 1
1.2 研究目的 4
1.3 研究流程 4
二、 文獻探討與研究假設 5
2.1 價值的意義 5
2.2 顧客價值 6
2.3 情緒價值 9
2.4 人員服務 12
2.5 硬體環境 13
2.6 研究假設 18
三、研究方法 19
3.1 研究架構 19
3.2 研究對象 19
3.3 抽樣方法 20
3.4 問卷設計 20
3.5 資料分析方法 23
3.6 預試 25
四、 資料分析 30
4.1 因素分析 30
4.2 信度分析與項目分析 34
4.3 樣本基本資料描述 36
4.4 各研究變項的描述性統計分析 38
4.5 相關分析 38
4.7迴歸分析 39
五、 結論與建議 56
5.1 研究結論 56
5.2 研究建議 57
5.2.1 給實務界的建議 57
5.2.2 後續研究建議 58
5.2.3 研究限制 58
參考文獻 60
附錄--正式問卷 67
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