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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-yu／Hsieh, Jamal Chih-mou／Liu, 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 quality；Loyalty；Health examination；LIRSEL
原始連結：連回原系統網址new window
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「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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11.Fletcher, J. O.、Simpson, J. A.、Thomas, G.(2000)。The Measurement of Perceived Relationship Quality Components: A Confirmatory Factor Analytic Approach。Personality and Social Psychology Bulletin，26(3)，340-354。  new window
12.Moorman, C. R.、Zaltman, G.、Deshpande, R.(1992)。Relationships between Providers and Users of Market Research。Journal of Marketing Research，29(3)，314-329。  new window
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18.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing，54(3)，68-81。  new window
19.Hennig-Thurau, Thorsten、Klee, Alexander(1997)。The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development。Psychology & Marketing，14(8)，737-764。  new window
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22.Sirohi, Niren、McLaughlin, Edward W.、Wittink, Dick R.(1998)。A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer。Journal of Retailing，74(2)，223-245。  new window
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24.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
25.Berry, Leonard L.(1995)。Relationship Marketing of Services: Growing Interest, Emerging Perspectives。Journal of the Academy of Marketing Science，23(4)，236-245。  new window
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32.Lee, Jonathan、Lee, Janghyuk、Feick, Lawrence(2001)。The Impact of Switching Costs on the Customer Satisfaction-Loyalty Link: Mobile Phone Service in France。Journal of Service Marketing，15(1)，35-48。  new window
33.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
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學位論文
1.施鳳鳴(1994)。我國健康檢查之現況分析與未來的策略規劃(碩士論文)。靜宜大學。  延伸查詢new window
2.劉俊宏(1995)。服務業銷售過程中，關係品質之研究--以台灣地區廣告代理商為例(碩士論文)。國立中正大學。  延伸查詢new window
3.王炫皓(1996)。多層次傳銷之關係情境、品質與顧客忠誠度之關聯性研究(碩士論文)。元智工學院。  延伸查詢new window
4.施義輝(1996)。臺灣地區旅行業關係品質模式建立之實證研究(碩士論文)。國立雲林技術學院。  延伸查詢new window
5.江書婷(2002)。不同服務業類型下，服務品質與關係品質關聯性之研究(碩士論文)。東吳大學。  延伸查詢new window
6.陳銘樹(2001)。台灣地區退伍軍人「自費健康檢查」之消費行為行銷研究(碩士論文)。國立陽明大學。  延伸查詢new window
7.王敏容(1997)。台南地區民眾選擇健檢中心之因素研究(碩士論文)。國立陽明大學。  延伸查詢new window
8.呂瑞玄(2001)。服務品質與顧客回檢意願之研究--以台中榮總自費住院健檢為例(碩士論文)。東海大學。  延伸查詢new window
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
10.王郁惠(1997)。服務業類別、關係行銷與顧客忠誠度關係之研究(碩士論文)。國立中正大學。  延伸查詢new window
11.張紹勳(2002)。電子商店之關係品質模式--融合交易成本理論及科技接受模式的觀點(博士論文)。國立政治大學。new window  延伸查詢new window
12.周昌筠(1991)。壽險業務員之關係行銷--從台北壽險保戶之觀點來探討(碩士論文)。國立政治大學。  延伸查詢new window
13.陳言昇(2002)。探討自費健康檢查受檢者忠誠度之相關研究--以平衡計分卡觀點(碩士論文)。元智大學。  延伸查詢new window
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
2.黃松共(2002)。醫院策略管理。臺北：臺灣醫務管理學會。  延伸查詢new window
3.Griffin, J.(1996)。Customer Loyalty。New York：Simon & Schuster Inc.。  new window
4.Kotler, Philip(1999)。Marketing management: analysis, planning, implementation and control。Prentice-Hall。  new window
5.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1998)。Multivariate Data Analysis--Structural Equation Modeling。Prentice-Hall International, Inc.。  new window
6.Cohen, Jacob E.(1988)。Statistical Power Analysis for the Behavioral Sciences。Lawrence Erlbaum Associates。  new window
圖書論文
1.Berry, L. L.(1983)。Relationship Marketing。Emerging Perspectives on Service Marketing。Chicago：American Marketing Association。  new window
 
 
 
 
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