Relationships among Consulting Service, Customer Satisfaction and Customer Loyalty-The Case of the Anesthesia Consultation Patients-

• Main Authors: Hsiu- Yu Liu, 劉秀玉
• Other Authors: Tzai-Zang Lee
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/13533621081469224136

碩士 === 崑山科技大學 === 企業管理研究所 === 101 === This study investigates the relationship between the service quality of the anesthesia advisory unit’s pre-operative consultation and the level of patients’ satisfaction and loyalty. We hope to improve the level of patient satisfaction and loyalty through the improvement of the pre-operative consultation. Patients are the key asset for the operation of hospitals and medical units. Therefore enhancing patient satisfaction and loyalty that leads to a lasting physician-patient rapport is crucial for the existence of a medical unit. The majority of studies have shown that the greater degree of patient satisfaction leads to an increased level of patient loyalty, which yields profitable and thriving conditions for managing the hospital. While getting medical services, the patients also tend to grade the overall experience based on their perceived level of satisfaction. 300 patients undergoing the pre-operative consultation at Tainan Regional Hospital were asked to complete questionnaire. 285 valid questionnaires were retrieved. The coefficient of recovery is 95%. SPSS12.0 statistical software was used for factor analysis, reliability analysis, and other analysis. Linear regression analysis was used to test the hypothesis, the correlation of the service quality of the pre-operative consultation, the degree of satisfaction and the level of loyalty. The following results were obtained: Service quality and patient satisfaction have a positive correlation. Patient satisfaction and patient loyalty have a positive correlation. Service quality, patient satisfaction and patient loyalty have a positive correlation. The results suggest that anesthesia advisory unit should enhance customer satisfaction through the improvement of pre-operative service quality thereby fostering the overall loyalty of the patients and their corresponding family units.