The Study of the Causal Relationships among Employee Satisfaction, Service Quality, Customer Satisfaction and Financial Performance:Rehabilitation center, A Case of Taipei Veterans General Hospital

• Main Author: 陳劉瑞章
• Other Authors: 李銘章
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/99311089134157689687

碩士 === 佛光大學 === 管理學系 === 98 === The purpose of this study explores the relationships among employee satisfaction, service quality, patient satisfaction and financial performance. This paper investigates the employees of Taipei Veterans General Hospital Rehabilitation Center to establish the model of Service-Profit Chain of Taipei Veterans General Hospital Rehabilitation Center. This paper also aimed at finding the goodness fit index of overall model among employee satisfaction, service quality, patient satisfaction and financial performance. The result is helpful for the Service-Profit Chain theory development and practical application in hospital industry. In this article , the construction of our research framework is based on both Heskett（1994）proposed the concept of service profit chain and Rachel et al.（2009）proposed the relationships among employee satisfaction, service quality, patient satisfaction and financial performance. The employees of Taipei Veterans General Hospital Rehabilitation Center are our study sample. This study uses the modified structured questionnaires to explore the Service-Profit Chain of Taipei Veterans General Hospital Rehabilitation Center. Total of 250 questionnaires were issued and responsive rate is at about 75.8%. This study uses the Linear Structural Relation model (LISREL) statistical software of the Structural Equation Modeling (SEM) to analyze and verify the research hypothesis. After empirical analysis, we found that: (1) Employee satisfaction has a significant effect on patient satisfaction in Taipei Veterans General Hospital Rehabilitation Center. (2) Patient satisfaction has a significant effect on financial performance in Taipei Veterans General Hospital Rehabilitation Center. (3) Employee satisfaction has a significant effect on service quality in Taipei Veterans General Hospital Rehabilitation Center. (4) Service quality has a significant effect on patient satisfaction in Taipei Veterans General Hospital Rehabilitation Center. The above findings of this study will be the important reference for the service quality management in Taipei Veterans General Hospital Rehabilitation Center.