The Effects of Service Quality and Relationship Quality on Service Effectiveness－An Empirical Study of Medical System in Taoyuan County.

• Main Authors: Kuan-Yu Lin, 林冠宇
• Other Authors: Ling-Lang Tang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/94007033976920991044

碩士 === 元智大學 === 企業管理學系 === 96 === The early interventions in the science and the clinical research all have significant effectiveness in many countries. Most experts consider the school age previous 0-6 year old is the gold time of the early intervention. If we can utilize the interventions of the medical, the education, and the welfare, they will help the developmental delay children reduce the possibility of the barrier or relieve the degree of the barrier in the future. So we can know importance of the early development therapy service. Because domestic empirical study of the early interventions service quality of medical system are more deficient, this research discusses the parents’ views of the early developmental therapy the medical system provided in order to understand the effects of service quality and relationship quality on service effectiveness and find the aspect has the important influence on service effectiveness. This research takes the developmental delay children from the data of Eden Social Walfare Foundation in Taoyuan county as the research sample and discusses their parents’ views of the early developmental therapy the medical system provided. This research is based on mail survey and mails total 898 questionnaires. There are total 140 useful questionnaires in this research and use the SPSS statistics software to analyze these data. The research variable contains service quality, relationship quality, and service effectiveness satisfaction. According the analysis result identifies the service quality of medical institution can significantly positively affect the relationship quality between the developmental delay children’s parents. The service quality can significantly positively affect the service effectiveness satisfaction. The relationship quality can significantly positively affect the service effectiveness satisfaction. When the developmental delay children’s parents feel trust in medical institution, they will easily make a commitment to institution. Besides, we can find the relationship quality has the partial mediating effect on the service quality and the service effectiveness satisfaction. In other words, the medical institution can improve the service quality and the relationship quality to increase the service effectiveness satisfaction futher.