| Summary: | 碩士 === 南台科技大學 === 企業管理系 === 98 === Abstract
Title of Thesis: Study of the Effectiveness of Shopping Mall Outsourcing: A Case Study
of a Public Hospital in Southem
Author: Ya-Yu Yang
The purpose of this study (research) was to understand the laws and regulations ,which was amended in 2009 to put a ban against the public land outsourcing models such as lease and possession transfer. Two public hospitals in southern Taiwan, which respectively ran two types of outsourcing shopping street according to the law, were then adopted as objects of the study. The goal was to provide public hospitals information on their legitimate outreach of outsourcing contractors in the future.
This study research investigated the relationship among service quality and customer satisfaction of public hospital’s outsourcing shops, outsourcing model, outsourcing contractor management system, and partnership. Two types of questionnaire were distributed to two target groups – The Outsourcing Contractor Management Survey for the owners and senior employees of the outsourcing shops was administrated to a sample of 64 and had a returned sample of 58, with a response rate of 75%; and, The Customer Satisfaction Survey for customers of the outsourcing shops was administrated to a sample of 960 ad had a returned sample of 780, with a response rate of 81.2%.
The major findings of the research are as the following:
(1)The service quality and customer satisfaction of the shops with different outsourcing models make significant differences partially.
(2)The outsourcing contractor management system of hospitals has partially significant influence on the service quality and customer satisfaction of the shops.
(3)The partnership between hospitals and outsourcing contractors has no significant influence on the service quality and customer satisfaction of the shops.
Key words : outsourcing models , performance of outsourcing , service quality, customer satisfaction
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