南華大學機構典藏系統:Item 987654321/19240
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    Please use this identifier to cite or link to this item: http://nhuir.nhu.edu.tw/handle/987654321/19240


    Title: 醫院形象、服務品質、服務價值、滿意度與行為意向關係之研究－以嘉義市公教健檢醫院為對象
    Other Titles: THE RELATIONSHIPS AMONG HOSPITAL IMAGE, SERVICE QUALITY, SERVICE VALUE, SATISFACTION AND BEHAVIOR INTENTION--AN EMPIRICAL STUDY OF THE TEACHERS AND GOVERNMENT OFFICERS HEALTH EXAMINATION CENTER IN CHIAYI
    Authors: 羅文芳
    Lo, Wen-fang
    Contributors: 企業管理系管理科學碩博士班
    紀信光
    Hsin-kuang Chi
    Keywords: 醫院形象;服務品質;服務價值;行為意向;滿意度
    Satisfaction;Service value;Behavior intention;Hospital image;service quality
    Date: 2010
    Issue Date: 2015-03-10 16:18:54 (UTC+8)
    Abstract: 　　隨著國人越來越重視健康，全民對醫療保健的重視與日俱增，而定期健康檢查所強調之“預防大於治療”的觀念已逐漸深入人心。此時，健檢中心除提供健檢服務以外，更需提升對受檢者之服務品質及滿意度等要求。本研究藉著相關分析以及迴歸分析等方法，嘗試了解受檢者可能的轉換服務因素，提供健檢服務者對於顧客的轉換行為能有更深入的認識，俾提高健檢中心醫院形象進而提高其競爭力。　　　本研究結果發現：(1)服務品質分別對醫院形象、服務價值與滿意度有顯著的正向影響。(2)服務價值分別對醫院形象、滿意度與行為意向有顯著的正向影響。(3)醫院形象對滿意度與行為意向有顯著的正向影響。(4)滿意度對行為意向有顯著的正向影響。(5)滿意度對服務品質與行為意向的影響中，存在著部分中介效果。(6)服務價值對服務品質與滿意度的影響中，存在著部分中介效果。(7)醫院形象對服務品質與滿意度的影響中，不存在中介效果。(8)醫院形象對服務品質與行為意向的影響中，不存在中介效果。(9)服務價值對服務品質與行為意向存在著部分中介效果。(10) 醫院形象對服務品質與服務價值的影響中，不存在中介效果。
    　　As much greater importance is now attached to health, people place great value on healthcare. Regular health examinations emphasize that prevention is better than cure. This concept takes root gradually. Besides providing the service of checkup, the Healthy Examintion Center need to promote its service quality and satisfy the patients' requests. The study uses the correlation- analysis and the multiple-regression-analysis to find the influential factors of customer switching intention in health examination services. Moreover, it can promote the hospital image and enhance its competition. The study showed: (1) quality of servies has remarkably positive influence on hospital image, service value and degree of satisfaction. (2) service value has remarkably positive influences on hospital image, degree of satisfaction and behavior intention. (3) hospital image has remarkably positive influences on degree of satisfaction and behavior intention. (4) degree of satisfaction has remarkably positive influences on behavior intention. (5) degree of satisfaction has partially intermediate effects on quality of service and behavior intention. (6) service value has partially intermediate effects on quality of service and degree of satisfaction (7) hospital's image have no completely intermediate effects on quality of service and degree of satisfaction. (8) hospital's image have no completely inermediate effects on quality of service and behavior intention. (9) service value has partially intermediate effects on quality of service and behavior intention.(10) hospital's image have no completely inermediate effects on quality of service and service value.
    Appears in Collections:[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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