| Summary: | 碩士 === 中臺科技大學 === 醫療暨健康產業管理系碩士班 === 103 === As for the knowledge of health examination has increased during these years, the centers and clinics of health examination were flourished all over the place. It was found different kinds of health examination institutes provided different choices for the customer.
The purpose of this study was to explore the relationship between service quality and customer loyalty of the health examination center in a regional teaching hospital of Taichung. The subjects of this study were recruited from examinees that receive health examinations at their own expenses or provided by the Health Promotion Administration at Health Examination Center. By using the proposed dimensions of structure-process-result from Donabedian and Kano model, we designed a questionnaire to discuss the service quality and customer loyalty of this center. A total of 320 examinees were surveyed and recovered. Descriptive analysis, t test, ANOVA, Pearson’s correlation, and regression analysis were used to examine the service quality and customer loyalty.
The result shows the service is “one-dimensional quality.” There are significant differences in variables of service quality including “inspection equipments”, ” image of service quality”, ”professional inspection technique”, ”waiting time”, ”privacy”, and “update equipments”. There was no significant difference in customer loyalty. Service quality and customer loyalty was significantly correlated.
The feeling of health examination affects customer loyalty. Beside maintain a good service quality, examination center should develop its charm quality including promoting brand image and customer loyalty to perform sustainable operation.
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