The Study on Service Quality and Service Gap：Evidences of Tradional Chinese Medicine

• Main Authors: CHEN FU LAI, 陳富來
• Other Authors: 陳澤義
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/49643719568950928716

碩士 === 銘傳大學 === 管理科學研究所碩士在職專班 === 91 === The purpose of this study is to investigate the relationship of service quality and service gap, and further investigate patients from three different scale of Traditional Chinese Medicine in Taipei. First, The study discusses the relationship between the item of srvice failure and service quality from the service buleprint. The results show that the most important service quality is reliablity and assurance by patient’s viewpoint. In addition, the most important service quality performance item is responsiveness and assurance by the same construct of service quality. As to the service quality of reliablity, the main service gap is gap one and gap three and as to assurance , the main service gap is gap one and gap five. We also make managerial suggestions and implications.