關係能力、專業能力與關係品質對顧客忠誠度影響之探討-以中部地區醫療轉(代)檢業務為例

中國醫藥大學機構典藏 China Medical University Repository, Taiwan > 公共衛生學院 > 醫務管理學系暨碩士班 > 博碩士論文 > Item 310903500/46234

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题名:	關係能力、專業能力與關係品質對顧客忠誠度影響之探討-以中部地區醫療轉(代)檢業務為例 A Study on the Impact of Relational Capacity , Professional Skills and Relationship Quality on Customer Loyalty - A case study of outsourcing businesses of medical examination in central Taiwan
作者:	陳如娟;Chen, Ju-Chuan
贡献者:	醫務管理學系碩士在職專班
关键词:	醫療轉﹙代﹚檢;關係能力;專業能力;關係品質;顧客;outsourcing of medical examination;relational capacity;professional skills;relationship quality;customer loyalty
日期:	2012-07-20
上传时间:	2012-08-31 16:36:42 (UTC+8)
出版者:	中國醫藥大學
摘要:	研究目的：探討醫療轉﹙代﹚檢業務市場中關係能力、專業能力與關係品質對顧客忠誠度的影響，以期建立醫學實驗室的長期競爭優勢。方法：本研究以中部地區(台中、彰化、南投)有委外代檢需求的醫療院所為研究對象，樣本醫療機構類別包含：醫學中心、區域醫院、地區醫院、診所、護理之家、檢驗所等機構。以自行設計之結構式問卷為研究工具，透過郵寄方式進行調查資料的收集，問卷內容包括：委託醫療院所基本資料、關係能力構面、專業能力構面、關係品質構面及忠誠度構面等五部分。以驗證性因素分析來驗證各因素構面內變數的適切性，然後以結構方程模式分析，檢定本研究所建構之架構模型中各構面之間的假設關係。結果：本研究共計回收218份醫療機構問卷，回收率72.7%，有效樣本經由信效度的分析以及線性結構模式的配適度檢定，顯示本研究的整體理論模式符合可接受的適合度檢定水準。本研究之理論模型中各研究假設皆獲得驗證成立，分析結果顯示，關係能力與專業能力皆會顯著正向影響關係品質與顧客忠誠度，關係品質亦會顯著正向影響顧客忠誠度，驗證關係品質在理論模型中有中介的效果。結論：醫療轉﹙代﹚檢業務的相關人員需具備足夠的專業能力，並和顧客維繫良性的互動關係，藉由良好的關係品質降低不確定性與提高顧客滿意度，並進而增加顧客的忠誠度。 Background and objectives： This study aims to investigate the impact of relational capacity , professional skills and relationship quality on customer loyalty in the field of outsourcing businesses of the medical examination service, in order that medical laboratories can develop competitive strengths in the long term. Methods： The subjects of this study are medical institutions in Taichung, Changhua and Nantou of central Taiwan, with the need for outsourcing the medical examination. The categories of sampling medical institution are medical centers, regional hospitals, district hospitals, clinics, nursing homes, medical laboratories and so on. This study is conducted by structured questionnaires designed by the researcher, and surveyed and collected via mails. The questionnaire includes five dimensions: the data of contracted medical institutions, the dimensions of relational capacity, professional skills relationship quality and loyalty. Confirmatory Factor Analysis (CFA) is used to examine the goodness of fit of variables in the above-mentioned dimensions, and followed by the use of Structural Equation Modeling (SEM) to test the hypothetical relations among the dimensions in the model. Results： The total number of questionnaires collected is 218, with the response rate of 72.7%. Effective samples are treated by reliability and validity analyses, as well as the goodness of fit test of linear structural relation model. It shows that the model is fit for the level significance of goodness of fit test; thus, the hypotheses of the models in this research are not rejected. The analysis result shows that relational capacity and professional skills positively influence relational quality and customer loyalty, while relational quality has a significantly positive impact on customer loyalty. Relational quality functions as an intervening variable in the model. Conclusions： To conclude, the staff of contracted medical laboratories should be equipped with sufficient professional skills and maintain positive interaction with customers. It is by good relationship quality that uncertainty is decreased and customer satisfaction is enhanced, and ultimately customer loyalty will be improved.
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