| Summary: | 碩士 === 南榮科技大學 === 工程科技研究所碩士班 === 104 === Since the practice of national health insurance in Taiwan, the convenience for people visiting hospitals is enhanced and the load for the public visiting hospitals is reduced. The public requirements for medical services and the request for service quality are increasing. Dentist, leading other departments, first practiced outpatient total budget in 1998, allowing dentist clinic managers understanding the difficulty in reaching the best profits under monthly floating point values. It is emphasized by each manager to create the blue ocean in such a fiercely competitive red ocean. As a case study, patients in F dentist clinic are proceeded the questionnaire survey for the understanding of medical service quality, professional competence, and customer loyalty. Total 500 copies of questionnaire are distributed, and 460 valid copies are retrieved. With SPSS22.0, Descriptive Statistics Analysis, Factor Analysis, Validity Analysis, Reliability Analysis, t Test, Analysis of Variance, Correlation Analysis, and Regression Analysis are applied to test the research hypotheses. The important research results are summarized as below.
I. Gender, age, and occupation do not appear remarkable differences on medical service quality, professional competence, and customer loyalty; educational background does not show notable differences on medical service quality and professional competence, but appear significant differences in customer loyalty; and, marital conditions does not present remarkable differences on medical service quality, but reveal notable differences on professional competence and customer loyalty.
II. Significantly positive correlations appear among medical service quality, professional competence, and customer loyalty.
III. Service attitudes in medical service quality present remarkable effects on professional competence and customer loyalty, while hardware equipment and environment do not appear notable effects on customer loyalty. Professional skills and professional attitudes in professional competence reveal significant effects on the correlation between medical service quality and customer loyalty.
Key words: medical service quality, professional competence, customer loyalty
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