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研究生:陳淑慧
研究生(外文):Shu-hui Chen
論文名稱:JIT與TQM策略對服務品質及品牌忠誠度之影響
論文名稱(外文):EFFECT OF JIT AND TQM STRATEGIES ON SERVICE QUALITY AND BRAND LOYALTY
指導教授:郭東昇郭東昇引用關係藍俊雄藍俊雄引用關係
指導教授(外文):Tung-sheng KuoChun-hsiung Lan
學位類別:博士
校院名稱:南華大學
系所名稱:企業管理系管理科學碩博士班
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:2012
畢業學年度:100
語文別:中文
論文頁數:118
中文關鍵詞:JIT策略品牌忠誠度TQM策略服務品質
外文關鍵詞:Brand LoyaltyJIT StrategyService QualityTQM Strategy
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  近年來我國高齡少子趨勢日益明顯,導致整體醫療支出增加,而醫療服機構為了降低衝擊也積極尋求轉型,本研究則以JIT與TQM策略觀點為基礎,分析民眾對醫療機構的知識管理與資訊搜尋態度,並更進一步以徑路分析與線性結構模式探討JIT與TQM策略對服務品質及品牌忠誠度之影響。實證結果顯示,民眾在就醫之服務品質方面,主要是以專業品質認同度最高,其次為社會責任與資訊內容,且影響服務品質主要關鍵因素為技術生產策略、領導力、經驗來源、持續改進與流程管理等;而影響品牌忠誠度則為持續改進、經驗來源、商業來源、專業品質與資訊面等構面,透過徑路分析檢定更可發現影響服務品質之總效果以全面品質管理(TQM)策略最大,影響品牌忠誠度之總效果以資訊搜尋最高。是故,期望醫療機構在TQM策略能投入更多的技術資源以提升服務品質,使民眾對醫療機構產生正面的認同感,藉此強化品牌忠誠度。
  In recent years, the trends of decreasing fertility rates and population aging have become more obvious in Taiwan, and these concerns have led to increasing health care expenditures. To reduce the corresponding impacts, health care institutions have been actively sought for transition. From the perspectives of JIT and TQM strategies, this study analyzes the public’s attitude toward knowledge management and the information availability of health care institutions. Furthermore, this study adopts path analysis and a linear structural model to examine the impacts of JIT and TQM strategies on service quality and brand loyalty.
 
  Evidence suggests that, regarding the quality of health care services, people value professional quality most, followed by social responsibility and information provision. Key factors influencing the quality of health care services are technical production strategies, leadership, sources of experience, continuous improvement, and process management. Regarding brand loyalty, the influential factors cover several domains including continual improvement, sources of experience, business sources, professional quality, and information provision. Results of path analysis further indicate that TQM strategy is the most powerful factor affecting service quality, and information availability plays the most crucial role in affecting brand loyalty. Hence, this study recommends that health care institutions invest additional technical resources in TQM strategies to improve service quality and enhance people’s recognition, thus strengthening brand loyalty.
中文摘要 i
英文摘要 ii
目錄 iii
表目錄 vi
圖目錄 viii
 
第一章 緒論 1
1.1 研究動機與背景 1
1.2 研究目的 3
1.3 研究範圍與限制 4
1.4 研究流程 5
 
第二章 文獻探討 7
2.1 JIT與TQM之策略 7
2.1.1 JIT策略意涵 7
2.1.2 全面品質管理之定義 9
2.1.3 JIT與TQM策略之關係 11
2.2 知識管理步驟與資訊搜尋之定義 12
2.2.1 知識管理的之步驟 12
2.2.2 資訊搜尋的定義 14
2.2.3 知識管理與資訊搜尋之相關性 15
2.3 服務品質要素與品牌忠誠度之衡量 17
2.3.1 服務品質的要素 17
2.3.2 品牌忠誠度的衡量 19
2.3.3 服務品質對品牌忠誠度之影響 20
 
第三章 研究設計 22
3.1 研究架構 22
3.2 研究假設 24
3.3 操作型定義與衡量工具 26
3.4 抽樣設計 27
3.5 問卷設計 28
3.6 資料分析方法 31
3.6.1 問卷量表之信度與效度分析 31
3.6.2 統計分析方法 33
 
第四章 JIT與TQM策略對服務品質之影響 35
4.1 樣本結構分析 35
4.2 就醫民眾之認知態度分析 37
4.2.1 JIT與TQM策略之態度分析 37
4.2.2 知識管理與資訊搜尋之看法 38
4.2.3 服務品質與品牌忠誠度之偏好 38
4.3 知識管理與資訊搜尋之相關性分析 39
4.4 知識管理與資訊搜尋之差異性分析 41
4.5 影響服務品質之關鍵要素分析 48
4.5.1 影響服務品質之關鍵要素 48
4.5.2 JIT與TQM策略、知識管理及資訊搜尋對服務品質之影響 51
 
第五章 JIT與TQM策略對品牌忠誠度之影響 55
5.1 JIT與TQM策略之差異性分析 55
5.2 服務品質與品牌忠誠度之差異性分析 63
5.3 影響品牌忠誠度之關鍵要素分析 70
5.3.1影響品牌忠誠度之關鍵要素 70
5.3.2相關變數對品牌忠誠度之影響 73
5.4 線性結構模型驗證分析 78
5.4.1知識管理對資訊搜尋之影響 78
5.4.2 JIT與TQM策略對服務品質之影響 80
5.4.3 JIT與TQM策略對品牌忠誠度之影響 83
5.4.4 KM與SR對服務品質之影響 86
5.4.5 KM與SR對品牌忠誠度之影響 89
5.4.6線性結構模型之驗證 92
 
第六章 結論與建議 96
6.1 主要成果 96
6.2 建議 101
 
參考文獻
一、中文部分 102
二、英文部分 105
 
附錄一 本研究問卷114
附錄二 個人簡歷 118
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