A Study of the Needs for Follow-up and After-sales Services among Customers of Health Management Services Using Health Marketing Strategies

• Main Authors: Wang, Chin-Fang, 王琴芳
• Other Authors: Liu, Chieh-Hsing
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/07792272456576623875

碩士 === 國立臺灣師範大學 === 健康促進與衛生教育學系 === 103 === The aim of this project is to use marketing analysis to assess and understand the needs for follow-up and after-sales services of customers of health management services. We sent a questionnaire to 400 customers of health management services, asking questions that will inform on the type of after-sales services, they would like, how they would like those services to be delivered, and how much they would be ready to pay for these services. We got back 347 questionnaires that met the criteria to be used in our study. The results show that there is little demand for service extension, with diet counseling and OPD follow-up notification usually mentioned as a possible add on. Moreover, only 28.9 percent of the respondents said that were willing to pay for service extension and only if the cost doesn’t exceed NT 500. Socio-demographic analysis of the answers shows a difference in the way groups assess the need and the preferred delivery of after-sale services. Female customers, older customers, and customers with higher income are more interested in receiving these services. Those who exercise regularly and those who smoke are also more likely to be interested in follow up services. There is no indication that those who consume alcohol are more interested in follow-up services. It comes as no surprise that those with a history of medical condition like high blood pressure and diabetes are more interested in follow-up services.