CKUIR > Academic > Institute of Health Industry Management  > thesis > 2010 Academic Year thesis >  Item 987654321/988

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Please use this identifier to cite or link to this item: https://dyhuir.dyhu.edu.tw/ir/handle/987654321/988

Title:	探討健檢機構的服務創新、服務品質、顧客價值與消費者行為意向關係之研究—以北部公教人員為例
Other Titles:	A Study on the Health Industry for The Rela-tionships among Service Innovation, Service Guality, Customer Value and Consumer Behavioral Intention – the Case of the northern part of civil servants and teachers
Authors:	吳信萍
Contributors:	葛建培
Keywords:	服務品質;創新服務;顧客價值;行為意向;Service Innovation;Service Guality;Customer Value;Consumer Behavioral Intention
Date:	2013
Issue Date:	2013-10-14T06:32:10Z
Publisher:	經國管理暨健康學院;健康產業管理研究所
Abstract:	隨著人口老化，預防醫學的觀念日趨受到重視，加上目前各大醫學中心均極力發展非健保給付的自費醫療，健康檢查或健康管理服務已是各家醫療院所經營重點。本研究以北部公教人員為研究對象，進行紙張問卷共回收401份樣本，其中有效樣本為390份，資料分析結果為個人背景變項對於「服務創新」、「服務品質」、「顧客價值」與「行為意向」等量表之認知有顯著性差異。茲以Pearson分析得知在「服務創新量表」與「服務品質量表」、「服務品質量表」與「顧客價值量表」、「顧客價值量表」與「行為意向量表」、「服務品質量表」與「行為意向量表」兩兩之間具顯著性相關，本研究對於上述結論提出建議，各量表構面均需納入彼此考量，方能更精準掌握消費者的觀感，提供建議做為健檢機構經營管理與提昇品質的參考方向。 The preventive medicine has gained tremendous attention as aging of the total population proceeds. All medical centers have put great emphasis on developing self-paid services, e.g. health examination and health promotion management. This study used government employees as example. We collected 401 questionnaires; 390 of them were effective. The results showed significant differences in service creativity, service quality, customer value, and behavior orientation. Pearson correlation coefficient test showed significant correlation between service creativity and service quality, between service quality and customer value, between customer value and behavior orientation, and between service quality and behavior orientation. We have concluded that all aspects of the survey should be taken into account so as to preciously predict customers’ preference. The results can provide medical institutes direction for improvement in future service and management.
Relation:	139頁
Appears in Collections:	[thesis] 2010 Academic Year thesis

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