A Study of Consumer's Perceived Risk and Satisfaction in Physical Examination Center of Hospital

• Main Authors: Chiung-Chih Liao, 廖瓊枝
• Other Authors: Hsi-Jui Wu
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/2qzb7z

碩士 === 國立東華大學 === 企業管理學系 === 96 === Malignant tumors and other chronic diseases have become a serious threat to human health and life. If they can be detected or screened by advance medical technology in the early stage, their cure rate would increase, and this would save a huge amount of medical expenses subsequently. Due to its importance and significance regarding one’s health and life, the physical examination has been taken seriously. Therefore, this study is trying to determine factors that can increase examinees’ trust and reduce examinees’ perceived risk towards physical examination centers; and subsequently raising examinees’ level of satisfaction. In this study, the research objects are individuals that paid for physical examination during 2007 and 2008 in the northern part of Taiwan. There are 341 samples have been gathered from hospitals. Linear structure relations were used to testify the hypotheses. From the study, the findings are as below: 1.Corporate image, physical environment and professional ability have significant positive impact on trust. 2.Trust has significant negative impact on perceived risk. Perceived risk has significant negative impact on satisfaction. Through perceived risk, trust has significant positive impact on satisfaction. 3.Personality traits (Nervousness) have significant positive impact on perceived risk. 4.Corporate image, physical environment and professional ability have significant positive impact on satisfaction directly through trust. 5.Corporate image, physical environment and professional ability have significant positive affection to satisfaction through trust and then perceived risk. From the study, it has been found that physical examination centers can increase examinees’ satisfaction by mainly following three ways: 1.Improve physical environment: To provide a fine environment, appropriate atmosphere for the examinees, and to equip the physical examination center with advanced equipment. 2.To increase examinees’ level of trust towards the physical examination center: Through improving the physical environment, establishing a positive corporate image, and raising the staffs’ professional abilities.