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研究生:陳弘如
研究生(外文):Hung-Ru Chen
論文名稱:醫院服務失誤與抱怨行為關聯性之研究: 以先前抱怨經驗與交易頻率為調節變數
論文名稱(外文):The Link between Hospital Service Failure and Complain Behavior: Moderating Effects of Prior Complain Experience and Transaction Frequency
指導教授:婁文信婁文信引用關係
學位類別:碩士
校院名稱:清雲科技大學
系所名稱:經營管理研究所
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:2012
畢業學年度:100
語文別:中文
論文頁數:61
中文關鍵詞:抱怨經驗ㄤ服務失誤抱怨行為交易頻率
外文關鍵詞:Complain experienceService failureComplaint behaviorTransaction frequency
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醫療服務失誤其實是一直存在著,但過去並不受到重視,因為民眾持有一張健保卡便可自由選擇醫療院所,只要不滿意,病患即可轉換醫院,這種改變讓各醫療機構面臨前所未有的競爭與挑戰。對於服務業而言,服務失誤雖無法完全避免的,但是當服務失誤發生時,有些顧客會產生抱怨意圖與抱怨行為,有些則否,哪些因素會以影響服務失誤與顧客抱怨行為之間的關係呢?本研究以先前抱怨經驗與交易頻率為調節變數,探討兩者對於醫院服務失誤與抱怨行為之調節效果。本研究以某地區醫院之顧客者為調查對象,抽樣對象以前來醫院門診及住院之顧客為主,共計發放問卷119份,期間為101年1-3月。研究方法包括因素分析、信效度分析與迴歸分析。本研究根據研究結果,提出對實務界與學術界上之建議

It is not completely avoid the generation of service failure for services industries. When service failure was occurs, some customers will generate complaints and complaint behavior intentions, some are not. What are the moderating factors to influence the behavior of service failure and complaining about relevance? In this study, previous complain experiences and transactional frequency are used to explore the relationships between service failure and complaint behaviors. A total of 119 customers were surveyed from one regional hospital. Research methods include factor analysis, reliability and validity analysis and regression analysis. Based on the findings of this study, the study presents to practitioners and academics on the proposal

目錄
中文摘要 i
英文摘要 ii
表目錄 v
圖目錄 vi
第一章、緒論 7
1.1 研究背景與動機 7
1.2 研究目的 9
1.3 研究流程 10
第二章、文獻探討 11
2.1服務業與特性 11
2.1.1服務失誤 12
2.1.2服務品質與服務失誤類型 14
2.1.3服務失誤之相關研究 17
2.2抱怨行為 18
2.3先前抱怨經驗 21
3.1 研究架構 23
3.2研究假說 24
3.2.2先前抱怨經驗的調節效果 25
3.2.3交易頻率的調節效果 25
3.3研究變數定義與衡量 27
3.3.1醫院服務失誤 27
3.3.2抱怨行為 28
3.3.3先前抱怨經驗 29
3.3.4交易頻率 30
3.3.5忠誠度與抱怨後未來就醫選擇 30
3.4研究對象與資料蒐集方法 30
3.5資料處理與分析 31
第四章、實證結果 32
4.1樣本資料分析 32
4.2探索性因素分析 34
4.2.1醫院服務失誤之探索性因素分析 35
4.2.2抱怨行為之探索性因素分析 36
4.3信度分析 37
4.4相關分析 38
4.5迴歸分析 39
4.5.1醫院服務失誤與抱怨行為 39
4.5.2醫療失誤抱怨經驗之調節效果 40
4.5.3非醫療失誤抱怨經驗調節效果 42
4.5.4交易頻率的調節效果 43
第五章、結論與建議 46
5.1結果與討論 46
5.2研究貢獻 47
5.3研究限制與後續研究建議 48
附錄 59
表目錄
表2.1服務失誤之定義 13
表2.2服務失誤之分類 16
表2.3醫療服務失誤相關研究 18
表2.4抱怨行為定義 21
表3.1醫院服務失誤之問卷變項 28
表3.2抱怨行為之問卷變項 29
表3.3先前抱怨經驗之問卷變項 29
表4.1敘述統計分析 33
表4.2各構面的KMO 與Bartlett 檢定 34
表4.3醫院服務失誤之探索性因素分析 35
表4.4抱怨行為之探索性因素分析 36
表4.5本研究各構面之信度分析 37
表4.6本研究構面之相關係數分析 38
表4.7 醫院服務失誤對抱怨行為之迴歸分析 39
表4.8醫療失誤抱怨經驗為調節變項之迴歸係數表 40
表4.9非醫療失誤抱怨經驗為調節變項之迴歸係數表 42
表4.10交易頻率為調節變項之迴歸係數表 44
表5.1研究假說驗證彙整表 46


圖目錄
圖1.1研究流程圖 10
圖3.1本研究之架構 23
圖4.1醫療型抱怨經驗對醫院服務失誤與抱怨行為關係之調節圖 41
圖4.2非醫療型抱怨經驗對醫院服務失誤與抱怨行為關係之調節圖 43
圖4.3交易頻率對醫院服務失誤與抱怨行為關係之調節圖 45




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