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系統識別號 U0026-1408202001001500
論文名稱(中文) 護理之家主要決策者的忠誠度、滿意度及相關因素之探討
論文名稱(英文) The relationships between loyalty, satisfaction, and other related factors among the decision makers of residents at nursing homes.
校院名稱 成功大學
系所名稱(中) 老年學研究所
系所名稱(英) Institute of Gerontology
學年度 108
學期 2
出版年 109
研究生(中文) 張耿瑭
研究生(英文) Keng-Tang Chang
學號 TC6041015
學位類別 碩士
語文別 中文
論文頁數 62頁
口試委員 指導教授-范聖育
口試委員-王新台
口試委員-高綺吟
中文關鍵字 護理之家  忠誠度  服務品質  滿意度  轉換成本  替代者吸引 
英文關鍵字 nursing home  loyalty  satisfaction  service quality 
學科別分類
中文摘要 顧客忠誠度會影響企業的利潤和成長,如何使顧客持續消費是企業經營的重要議題。過去的文獻顯示服務品質與滿意度與忠誠度有相關,但研究較少針對護理之家進行探討,且長照機構的服務有其特殊性。因此,本研究的目的:(1)探討護理之家住民的主要決策者其忠誠度,與滿意度、服務品質及其他因素的關係,以及(2)滿意度是否在服務品質與忠誠度之間有中介效應。
本研究採方便取樣,研究場域為台灣地區五家護理之家,研究對象為護理之家住民之主要決策者。研究設計有兩階段:首先以質性訪談發展標準化問卷(n = 15);第二階段以量性問卷方式收集護理之家住民之主要決策者之社會人口學變項,以及其對護理之家之忠誠度、滿意度、服務品質、轉換成本及替代者吸引(n = 205)。問卷分析採用描述性統計呈現社會人口學變項,並以多元迴歸進行統計分析。另外,使用路徑分析來探索滿意度對忠誠度及服務品質的中介效果。
研究顯示決策者知覺的服務品質(beta = .15, p < .001)、滿意度越高(beta = .42, p < .001),其忠誠度越高;但替代者吸引與忠誠度為負相關(beta = -.10, p =.024)。此外,服務品質與滿意度呈正相關(beta = .73, p <.001)。滿意度在服務品質與忠誠度間具有部份中介的效果,服務品質與忠誠度的beta值為.25,在加入滿意度後下降為.16,但仍有顯著。
護理之家業主應致力於提升服務品質,包含服務人員的專業、能力與經驗,其提供服務的態度,定期更新硬體設備及維持環境衛生等。服務品質的提升將有助於提高決策者的滿意度,進而增加其忠誠度。
英文摘要 Customer loyalty influences companies’ benefit, and the issue of repurchasing is the most important for company business. Previous literatures indicated that service quality and satisfaction were related to loyalty, however, there was few studies concern nursing homes, which is a particular service of long-term care. Hence, the aims of this study were to: (1) to explore the relationships among loyalty and service quality, satisfaction, and other important factors, and (2) to explore whether satisfaction mediated the relationship between service quality and loyalty. The study used convenient sampling, and participants were the decision-makers of the residents who live at a nursing home in Taiwan. The research methods included two steps: First, qualitative methodology was used to explore the important items of the questionnaire (n=15). Second, data collection included demographic variables, loyalty, satisfaction, service quality, switching cost and alternative attractiveness (n=205). Multiple regression analysis and path analysis were used. The results showed that the participants who perceived higher service quality (beta = .15, p < .001) and satisfaction (beta = .42, p < .001) had higher loyalty, but alternative attractiveness (beta = -.10, p =.024) was negatively correlated with loyalty. In addition, there was a positive correlation between service quality and satisfaction (beta = .73, p <.001). Satisfaction mediated partially the relationship between service quality and loyalty, the beta value of the pathway between service quality and loyalty decreased from .25 to .16 after controlling satisfaction, but still remained significant. The owners of nursing homes should keep enhancing service quality, including care knowledge, skill, experience, and positive attitude of staff; updating hardware, and keeping the environment clean. High evaluation of service quality will bring high satisfaction and high loyalty.
論文目次 摘要 I
目錄 VI
表目錄 VIII
圖目錄 IX
第一章、緒論 1
第一節、研究背景 1
第二節、研究動機 3
第三節、研究目的 5
第二章、文獻探討 6
第一節、國內長期照顧及護理之家現況 6
第二節、忠誠度 11
第三節、滿意度 13
第四節、忠誠度與滿意度之關係 15
第五節、與忠誠度相關的其他重要因素 17
第六節、研究架構及問題 22
第三章、研究方法 25
第一節、研究對象 25
第二節、研究設計 25
第三節、問卷發展 25
第四節、測量變項 27
第五節、研究倫理 29
第四章、研究結果 30
第一節、質性訪談與問卷發展 30
第二節、量性研究受試者人口學變項 30
第三節、相關分析與多元線性迴歸分析 32
第四節、滿意度在服務品質與忠誠度間的中介效果 35
第五章、討論 36
第一節、研究討論 36
第二節、研究限制與建議 41
參考文獻 43
附錄 57
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