病患滿意度、關係慣性與忠誠度之研究－以腎臟科透析病患爲例

目的：本研究檢驗血液透析病患的就醫行爲相關的變數，如就醫頻率、知覺價格及便利性，並提出一個醫療滿意度模式，去探討血液透析病患滿意度、關係慣性與忠誠度之關係。方法：本研究共蒐集222份血液透析病患之有效問卷並利用結構方程模式驗證研究模式各路徑關係。結果：研究結果發現，病患忠誠度會受到病患滿意度與關係慣性正向影響。病患滿意度也會透過關係慣性而間接正向影響病患忠誠度。另外，病患滿意度與關係慣性會受到便利性的正向影響，但卻不受到價格與頻率的影響。結論：本研究結果可提供給血液透析醫療機構作爲提升顧客忠誠度策略之參考。

關鍵字

洗腎病患；病患滿意度；關係慣性；病患忠誠度

並列摘要

Purposes: This study designed a nephrology dialysis patient satisfaction model that explores relationships amongst patient satisfaction, relationship inertia and loyalty. This model incorporates variables of medical treatment frequency, perceived price and convenience, that relate to seeking behavior in this patient group. Methods: Authors applied a structural equation modeling (SEM) to data from 222 effective questionnaires to verify path relationships in the study model. Results: Results found that patient satisfaction and relationship inertia positively impact patient loyalty and that patient satisfaction indirectly and positively impacts patient loyalty via relationship inertia. The variables of convenience and medical treatment frequency were also shown to impact positively on patient relationship inertia. Convenience and perceived price did not impact patient satisfaction. Conclusions: This study analyzed patient satisfaction behavior models to suggest how nephrology dialysis hospitals can enhance patient loyalty.