| Summary: | 碩士 === 國立中山大學 === 高階經營碩士班 === 97 === Due to the growth of the national income and the increases of the medical knowledge of the general population, personal health was much more valued. The medical service market has reached an era of overall competition. One of the most important strategies for improving competitiveness is providing a better service quality. It relies on the realization of the medical demands of the patients. This study examined the major factors affecting patients’ perception of cumulative satisfaction for rehabilitation services.
The results show that patients usually get rehabilitation services from local hospitals and clinics. In addition, quality of interaction and quality of processes have significantly positive effect on both patients’ satisfaction and loyalty. Quality infrastructure has significantly negative effect on patients’ loyalty. Quality of object does not affect patients’ satisfaction and behavior intention.
The result can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health-care quality strategies.
Keywords: Service quality, Patient satisfaction, Patient behavior intention, Rehabilitation services
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