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系統識別號 U0026-0812200912080335
論文名稱(中文) 服務品質、服務價值、顧客滿意度與顧客忠誠度關係之研究-以台灣南部某醫學中心健康檢查中心為例
論文名稱(英文) The Study of Relationship among Service Quality, Service Value, Customer Satisfaction and Customer Loyalty in the Health Examination Center of a Medical Center in the Southern Taiwan
校院名稱 成功大學
系所名稱(中) 高階管理碩士在職專班(EMBA)
系所名稱(英) Executive Master of Business Administration (EMBA)
學年度 94
學期 2
出版年 95
研究生(中文) 古秋雲
研究生(英文) Chiou-Yun Ku
電子信箱 n11c@mail.hosp.ncku.edu.tw
學號 r0793126
學位類別 碩士
語文別 中文
論文頁數 153頁
口試委員 指導教授-蔡明田
指導教授-莊雙喜
口試委員-莊立民
召集委員-余明助
中文關鍵字 服務品質  服務價值  顧客滿意度  顧客忠誠度  醫學中心 
英文關鍵字 Customer Loyalty  Service Value  Service Quality  Customer Satisfaction 
學科別分類
中文摘要 本研究以「服務品質」、「服務價值」、「顧客滿意度」以及「顧客忠誠度」為研究變項,研讀國內外各專家學者所提之研究理論與論點,並以「國立成功大學醫學院附設醫院健檢中心」為研究母體,針對「曾經到健檢中心接受自費健康檢查的民眾」為抽樣對象,進行紙張問卷與網路問卷之實證作業,以進行上述四項研究變項關聯性之研究。

本研究的主要發現為:
1.「服務品質」與「顧客滿意度」有顯著性的關係存在。
2.「服務品質」、「顧客滿意度」與「服務價值」均有顯著性的關係存在。
3.「服務品質」、「顧客滿意度」與「顧客忠誠度」均有顯著性的關係存在。
4.「服務價值」與「顧客忠誠度」有顯著性的關係存在。
5.「服務價值」在「服務品質」與「顧客忠誠度」間有顯著性的中介效果。
6.「服務價值」在「顧客滿意度」與「顧客忠誠度」間有顯著性的中介效果。



英文摘要 This research study relationship among service quality, service value, customer
satisfaction and customer loyalty, take references from previous researches by experts and scholars, this study merges theory and application, it will also have contribution on practice and academic value.This study takes the health examination center of National Cheng Kung University Medical College as research population, takes once arrived health examination of people to accept private medicine health physical as sampling object.Later on, which analyzed by descriptive statistics, factor analysis, reliability analysis, a regression analysis, canonical correlation analysis, analysis of variance (ANOVA),and LISREL Model.

The major findings of this study are summarized as following:
1.An evident relationship exists between service quality and customer satisfaction.
2.An obvious relationship exists among service quality, customer satisfaction and service value.
3.An obvious relationship exists among service quality, customer satisfaction and customer loyalty.
4.An evident relationship exists between service value and customer loyalty.
5.Service value has clear effect as a medium between service quality and customer loyalty.
6.Service value has clear effect as a medium between customer satisfaction and customer loyalty.



論文目次 摘要…………………………………………………………………………………………Ⅰ
Abstract……………………………………………………………………………………Ⅱ
致謝…………………………………………………………………………………………Ⅲ
目錄…………………………………………………………………………………………Ⅳ
表目錄………………………………………………………………………………………Ⅵ
圖目錄………………………………………………………………………………………Ⅷ
第一章 緒論…………………………………………………………………………………1
第一節 研究背景與動機……………………………………………………………………1
第二節 研究目的……………………………………………………………………………4
第三節 研究流程……………………………………………………………………………5
第四節 研究範圍……………………………………………………………………………5
第五節 論文架構……………………………………………………………………………7
第二章 文獻探討……………………………………………………………………………8
第一節 服務與品質…………………………………………………………………………8
第二節 服務品質……………………………………………………………………………17
第三節 服務價值……………………………………………………………………………31
第四節 顧客滿意度…………………………………………………………………………34
第五節 顧客忠誠度…………………………………………………………………………41
第六節 服務品質、服務價值、顧客滿意度和顧客忠誠度間之關係探討………………46
第三章 研究方法……………………………………………………………………………53
第一節 研究架構……………………………………………………………………………53
第二節 研究變項之操作型定義……………………………………………………………54
第三節 研究假說……………………………………………………………………………61
第四節 研究對象與抽樣方法………………………………………………………………63
第五節 資料分析方法………………………………………………………………………64
第六節 研究限制……………………………………………………………………………68
第四章 研究結果……………………………………………………………………………69
第一節 樣本資料結構………………………………………………………………………69
第二節 敘述性統計…………………………………………………………………………75
第三節 因素萃取與信效度檢定……………………………………………………………79
第四節 各變項間之迴歸分析………………………………………………………………90
第五節 各變項間之典型相關分析…………………………………………………………98
第六節 受檢者特性之差異性分析…………………………………………………………102
第七節 整體模式配適度之評估……………………………………………………………117
第五章 結論與建議…………………………………………………………………………120
第一節 研究結論……………………………………………………………………………121
第二節 醫院健檢業界之議…………………………………………………………………129
第三節 後續研究者之建議…………………………………………………………………130

參考文獻………………………………………………………………………………………131
附錄一 本研究問卷…………………………………………………………………………138
附錄二 臨床試驗計劃證明書………………………………………………………………143
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