本研究旨在探討醫院健檢中心經營策略、顧客滿意關係之現況,分析不同背景變項之差異情形。本研究的研究方法為調查法,利用問卷作為工具,以個案醫院健檢中心之顧客為母群體,採取系統隨機抽樣方式進行381位顧客作為研究抽樣樣本,以自編之「經營策略、顧客滿意問卷」為研究工具實施調查。資料處理以平均數與標準差、t考驗、單因子變異數分析、與多元迴歸分析法等統計方法進行資料分析。 本研究結果如下: 一、醫院健檢中心「經營策略」與「顧客滿意」之現況佳。 二、不同背景變項的顧客對醫院健檢中心「經營策略」與「顧客滿意」有所差異。 三、顧客滿意是因對對醫院健檢中心經營策略知覺程度之不同而有所差異。 四、顧客在醫院健檢中心經營策略知覺對顧客滿意有預測力。 根據本研究結果分別對個案醫院健檢中心、個案醫院健檢中心員工、及對未來研究提出建議。
This study is aimed to explore the current situation, and different background variables management strategy, customer satisfaction of the Hospital’s Health Examination Center. The method, involving the questionnaire survey is survey research. The approach in this study adopts questionnaires and uses system random sampling to investigate 381 samples that are from Health Center Customer Group. Collected data are analyzed by the statistical methods of descriptive statistics, independent t-test, one-way ANOVA and multiple regressions. The results showed that: 1. Management strategy and customer satisfaction from the hospital’s health examination center are significantly above theoretical average. 2. Customer s with different background variables has significantly different perception in Hospital’s Health Examination Center Management strategy, customer satisfaction. 3. Customer satisfaction is different due to the perceived level of management strategy for the hospital’s health examination center. 4. The hospital’s health examination center management strategy has the significant prediction toward customer satisfaction. According to results of this study were hospital’s health examination center, case hospital’s health examination center staff, and to make recommendations for future research.
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