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題名:健檢中心關係品質和顧客忠誠度之研究--以LISREL進行理論驗證
書刊名:明志學報
作者:陳亭羽謝智謀 引用關係劉美雲
作者(外文):Chen, Ting-yuHsieh, Jamal Chih-mouLiu, Mei-yun
出版日期:2006
卷期:38:1
頁次:頁43-62
主題關鍵詞:關係品質顧客忠誠度健康檢查線性結構關係模式Relationship qualityLoyaltyHealth examinationLIRSEL
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
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  • 共同引用共同引用:27
  • 點閱點閱:5
「預防勝於治療」的觀念興起,如何維繫顧客並提高市場佔有率成為醫院健檢中心的重要挑戰。本研究旨在探討醫學中心附設健檢中心對顧客的關係品質,並預測顧客忠誠度,以接受自費健康檢查的顧客為對象,有效樣本共 387位,採線性結構關係模式(LISREL)等進行資料分析。研究結果發現:(1)健檢中心對顧客的接觸強度、服務具體化、專業性與二者間的關係品質有直接正向的影響。(2)健檢中心對顧客的關係品質與顧客忠誠度有直接正向的影響。(3)健檢中心對於顧客的接觸強度、服務具體化與專業性,乃透過關係品質為中介變項,並預測顧客忠誠度。(4)健檢中心關係品質因素以「服務具體化」的影響力最大。
As a result of the "prevention is better than cure" concent, how to maintain a higher rate of customer retention and how to capture higher market share have become the most important challenges for hospital health examination centers. This study attempts to the key factors through which a health examination center can affect the relationship quality. And the relationship quality will affect customer loyalty. The subjects surveyed are those who themselves pay for the packages of health examination with 387 valid samples. The LIRSEL package is used to analyze the data in this study. The study result indicated that: (1)The contact intensity, service tangibility, and service expertise between the health examination center and the subject has a significant and positive relationship with the health examination center's relationship quality. (2) The health examination center's relationship quality significantly and positively affects the subject's loyalty. (3) The contact intensity, service tangibility and expertise between the health examination center and the subjects will influence relationship quality, and will affect customer loyalty through the realationship quality as a mediating variable. (4) Service tangibility is the most influencing factor among the health examination center.
期刊論文
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學位論文
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9.許玫芬(2001)。企業提供員工健康檢查之相關因素探討--以新竹科學園區為例(碩士論文)。長庚大學。  延伸查詢new window
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14.王婷穎(2002)。國際觀光旅館之服務品質、關係品質與顧客忠誠度之相關性研究--以台北、台中及高雄地區為例(碩士論文)。南華大學,嘉義縣。  延伸查詢new window
圖書
1.Allen, Cliff、Kania, Deborah、Yaeckel, Beth(1998)。Internet World Guide to One-to-One Web Marketing。New York, NY:Wiley Computer Pub.。  new window
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圖書論文
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