A Research of Relationship among Hospital Image,Medical Service Quality,Perceived Value to the Patient's Loyalty---A Case Study of Cathay General Hospital,Taiwan

• Main Authors: Chiu,Heng-Yi, 邱恆誼
• Other Authors: Tsou,Jia-Chi
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/z34hn2

碩士 === 中國科技大學 === 企業管理系碩士在職專班 === 104 === ABSTRACT Taiwan's national health insurance system started in 1995. This Insurance is compulsory social insurance and the payment to hospitals is made mostly on a volume and visit basis. The competition among hospitals is intense due to striving for customers (patients). Thus chained, grouped and large-scaled hospitals are mainstream. In the metropolitan areas where medical resources are highly concentrated and numerous medical service options are available, how hospitals attracts patients is crucial. This study was designed to investigate four variables regarding the abovementioned issue, which were the hospital image, the medical service quality, the patient's perceived value and the patient's loyalty. The correlations among the four variables were examined, through a survey and analysis. The conclusions of the study display six significant correlations between six pairs of variables, which respectively are (1) the hospital image and the patient's perceived value, (2) the hospital image and the patient's loyalty, (3) the medical service quality and the hospital image, (4) the medical service quality and patient's perceived value, (5) the medical service quality and the patient's loyalty, (6) the patient's perceived value and the patient's loyalty. While the hospital Image, the medical service quality and the patient’s perceived value are raised, the corresponding patient's loyalty is secured. Safeguarding such variables affecting the patient's loyalty shall be hospital administrators' major concern. Furthermore, to maintain a virtuous appreciation circle will certainly boost the operating effectiveness for hospitals.