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題名：以多群組分析探討中醫診所服務品質與忠誠度之因果模式
書刊名：品質學報
作者：張永佳 引用關係／張燦明
作者(外文)：Chang, Yung-chia／Chang, Tsan-ming
出版日期：2010
卷期：17:3
頁次：頁179-206
主題關鍵詞：多群組分析；服務品質；期望服務；知覺服務；Multiple-group analysis；Service quality；Expected service；Perceived service
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(5) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:5
  • 共同引用共同引用:60
  • 點閱點閱:46
摘 要 本文以中醫診所個案之求診者為研究對象，藉由Parasuraman、Zeithaml 與Berry 三位學 者所發展衡量服務品質模式 (簡稱為PZB 模式) 的五大構面即有形性、可靠性、回應性、保 證性、關懷性，透過結構方程模式 (Structural Equation Modeling, SEM)，以多群組分析 (Multiple-Group Analysis) 與事後多重模式檢定 (Post Multiple-Model Test)，探討在服務品質 五構面的模式下，民眾於看診前「期望服務」及看診後的「知覺服務」分別對顧客忠誠度之影 響。研究結果發現，期望服務五構面與知覺服務的可靠性、保證性、關懷性三構面皆會影響 顧客忠誠度，但是已婚和未婚兩群組於期望服務關懷性與忠誠度之間，卻有不一致的因果關 係。
Abstract This study uses a Chinese medical clinic as an example to explore the relationships between service quality and customer loyalty. Through the use of structural equation modeling (SEM), multiple-group analysis and post model test, this study analyzes how customers’ “expected service” and “perceived service” affect their loyalty under the five aspects of service quality - tangibles, reliability, responsiveness, assurance and empathy developed by Parasuraman, Zeithaml and Berry on service quality (also known as the PZB model). This study found that the five aspects of expected service and the three aspects (reliability, assurance and empathy) of perceived service have significant effects to customer loyalty. Moreover, from the results of multiple-group analysis, the marriage status (married and unmarried) has different cause-effect relationships in empathy aspect.
期刊論文
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4.張景盛、翁慧卿、徐村和(20070900)。從服務接觸觀點探討不同科別醫療服務品質之差異--以一般科與婦產科門診為例。品質學報，14(3)，301-315。new window  延伸查詢new window
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15.Babakus, Emin、Boller, Gregory W.(1992)。An Empirical Assessment of the SERVQUAL Scale。Journal of Business Research，24(3)，253-268。  new window
16.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management，11(4-6)，509-514。  new window
17.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
18.林清山(19840100)。「線性結構關係」（LISREL）電腦程式的理論與應用。測驗年刊，31，149-163。new window  延伸查詢new window
19.Stum, David L.、Thiry, Alain(1991)。Building Customer Loyalty。Training and Development Journal，45(4)，34-36。  new window
20.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
21.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
22.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
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學位論文
1.莊演文(2003)。醫院服務品質與住院病患家屬滿意度之關聯性研究--以嘉義某區域教學醫院為例(碩士論文)。南華大學。  延伸查詢new window
2.林美珠(2001)。全民健保中醫門診總額支付制度實施前醫療服務品質之研究--以病人滿意度為評量方法(碩士論文)。國立陽明大學。  延伸查詢new window
3.張慶良(2001)。中醫醫療診所服務品質之研究--以慶祐中醫診所為例(碩士論文)。長榮管理學院。  延伸查詢new window
4.陳倩妮(1999)。服務品質與顧客滿意度相關探討--以醫療產業為例(碩士論文)。元智大學。  延伸查詢new window
圖書
1.王保進(1996)。統計套裝程式SPSS與行為科學研究。臺北：松岡電腦圖書資料股份有限公司。  延伸查詢new window
2.Grönroos, C.(2000)。Service Management and Marketing: A Customer Relationship Management Approach。New York：John Wiley and Sons Ltd.。  new window
3.Donabedian, Avedis(1980)。The Definition of Quality and Approaches to Its Assessment。Ann Arbor, Michigan：Health Administration Press。  new window
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8.陳順宇(2007)。結構方程模式：Amos操作。心理出版社。  延伸查詢new window
9.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
其他
1.李金鳳(1990)。中西醫門診病患對傳統醫療認知情意與行為意向之調查研究。  延伸查詢new window
2.邱清華(1990)。臺灣地區中醫醫療狀況及需求之調查研究。  延伸查詢new window
3.張秀婉(2004)。婦女再診意願關鍵因素探討－以大高雄地區婦產科診所為例。  延伸查詢new window
4.蔡相君(2005)。醫療品質與知覺價格及病患滿意度對再診意願影響之研究－以兩岸整形美容患者為例。  延伸查詢new window
5.戴久永(1987)。品質管理。  延伸查詢new window
6.顏仲毅(2007)。美容整形手術之病患滿意度與忠誠度模式建構，與其影響因子分析。  延伸查詢new window
7.M. R. Bowers, J. E. Swan and W. F. Koehler(1994)。What attributes determine quality and satisfaction with healthcare delivery?。  new window
8.I. Brown(2006)。Nurses’ attitudes towards adult patients who are obese: literature review。  new window
9.L. Crosby and S. A. LeMay(1998)。Empirical determination of shipper requirements for motor carrier services: SERVQUAL, direct questioning, and policy capturing methods。  new window
10.C. H. Lovelock and J. Wirtz(2007)。Service Marketing。  new window
11.H. Stewart, C. Hope and A. Muhlemann(1998)。Professional service quality。  new window
12.J. L. Triplet, O. H. M. Yau and C. Neal(1994)。Assessing the reliability and validity of SERVQUAL in a longitudinal study: the experience of an Australian organization。  new window
13.S. A. Williams(1998)。Quality and care: patients’ perception。  new window
 
 
 
 
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