品質特質、顧客滿意度以及顧客忠誠度之研究：以台灣醫學服務產業為例

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Title:	品質特質、顧客滿意度以及顧客忠誠度之研究：以台灣醫學服務產業為例
Authors:	李友錚 Lee, Yu-Cheng
Contributors:	科技管理學系 Technology Management
Keywords:	Kano 模式;顧客滿意度指標模式;醫學服務品質 Kano’s model;Customer Satisfaction Index Model;Medical service quality
Date:	2008
Issue Date:	2014-06-27 00:46:37 (UTC+8)
Abstract:	Kano 博士所提出的二維模式顯示顧客滿意度是由五種類別的品質特質以及其結果所決定，而該模式對於顧客滿意度特質之分析是一個很有用的工具。顧客滿意度指標模式 (Customer Satisfaction Index Model) 已被用以評估美洲、歐洲以及亞洲等國家、地區、企業或組織的顧客滿意度。本研究的主要目的在以統整Kano 模式以及「顧客滿意度指標模式」檢測與台灣醫學服務品質有關之顧客滿意度以及顧客忠誠度關係，並以結構方程模式建構出顧客滿意度的因果關係。結果顯示一維以及魅力品質對顧客滿意度有正 Abstract：Measurement of customer satisfaction in behavioral health services has received increasing emphasis due to clinicians' and researchers' desire to measure outcomes that reflect the patient's unique perspective. This study examined how overall cust
Appears in Collections:	[Department of Technology Management] Seminar Papers

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