English  |  正體中文  |  简体中文  |  Items with full text/Total items : 17524/19853 (88%)
Visitors : 6464910      Online Users : 727
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://ir.cnu.edu.tw/handle/310902800/25367

    標題: 以重要性─績效分析法探討醫院門診顧客關係利益之內涵
    Exploring the Contents of Customer Relationship Benefit in Taiwanese Hospitals: An Application of Importance-Performance Analysis
    作者: 翁瑞宏
    貢獻者: 醫務管理系
    關鍵字: 顧客關係利益
    Customer Relationship Benefit
    Healthcare Marketing
    Relationship Marketing
    Importance-Performance Analysis
    日期: 2010-03
    上傳時間: 2012-06-04 13:51:28 (UTC+8)
    摘要: 目的:顧客關係利益爲廣受服務業所重視的關係行銷議題,但卻鮮有人深入探討此利益在醫療產業中的內涵。本研究以國內醫療產業顧客爲研究對象,探討在核心服務之外,所能額外賦予病患之信心、社會和特殊對待利益等顧客關係利益構面的認知和重要性程度。
    Objectives: The topic of customer relationship benefit (CRB) has received considerable attention; however, there has been relatively little research conducted on the application of CRB in the healthcare industry. The aim of the present study was to explore the perception and importance of CRB dimensions including Confidence Benefit (CB), Social Benefit (SB) and Special Treatment Benefit (STB).
    Methods: Self-administered questionnaires were employed in 3 domestic hospitals accredited as the district level and above to collect data. Consequently, 215 samples were obtained and descriptive analysis, bivariate analysis and importance-performance analysis (IPA) were conducted.
    Results: In all, the participants in this study showed the highest level of Confidence Benefit in either the perception or importance of CRB; the perception of Social Benefit between married/unmarried groups was significantly different, and the perception of SB and STB between discount/non-discount samples was also different. The overall sample analysis revealed that the items of CB all fell in the "Keep-up-the-good-work" area; however, the items of SB and STB fell in the Low-priority area.
    Conclusions: The findings of this study offered important implications for managers in the healthcare industry when developing CRB.
    關聯: 醫務管理期刊 11(1):p.45-61
    Appears in Collections:[醫務管理系(所)] 期刊論文

    Files in This Item:

    File Description SizeFormat
    99_139_j.pdf3083KbAdobe PDF925View/Open

    All items in CNU IR are protected by copyright, with all rights reserved.

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback