| Summary: | 碩士 === 銘傳大學 === 管理研究所碩士在職專班 === 94 === Under the competitive medical market in Taiwan, the military hospitals face an important impact on operation. Those patients with loyalty of the military hospitals, like soldiers, military dependents and veterans, have more choices of selecting medical settings. How to attract and keep patients have been very important for military hospitals management. For the servicing business emphasizing on the customer relationship management, hospitals take seriously on loyal patient management may keep patients effectively and promote the benefits. This study attempts to compartment the seeking medical advice and medical srvice quality of the latent loyal patients and the loyal patients in a military hospital by analyzing questionnaire and database to make suggestion for military hospitals management.
The results explore that the main purposes patients visit hospitals are of feeling uncomfortable and getting medicine for chronic diseases. The sources which patients get information are mainly from their family and friends. Patients pay more attention on the skill and personality of the doctors, the facilities and the cleanness of the hospitals. They prefer visit hospitals in the morning, and their satisfaction and wills for visiting again and recommending to others are quite high. They are more satisfied at the facilities in the military hospitals and the reliability and responses of the doctors and nurses. Furthermore, we compare the differences between the latent loyal patients and loyal patients to put forward the suggestion for hospital management.
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