A Study on The Return Visit Intention of Full Physical Examination Customers -From The Relationship Quality Theory Perspective

• Main Authors: SHIH, YU-HUAN, 施玉環
• Other Authors: HSU, HUI-MEI
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/m54mr5

碩士 === 國立高雄師範大學 === 事業經營學系 === 107 === As the medical technology develops, the life expectancy of people living in Taiwan has increased accordingly. When we are able to discover the risk factors of health in the early stage via regular physical examinations, the patients can be cured in time to increase the cure rate, which can be intervened with medical professionalism afterwards. This study is focusing on the service quality (in the mid-term and the latter term of physical examinations) and follow-up services of health abnormality reports when patients received health examination services in the physical examination center. By setting up relationship quality and analyzing the relationship with the intent return to medical units, we can provide hospital with data of patients receiving physical examinations in order to develop follow-up services. The study structure is mainly based on the service quality, customer satisfaction, and the trust and relationship commitment to determine patients’ intent return to medical units. The first phase of this study is to give patients receiving physical examinations questionnaires. A total of 237 questionnaires are collected, with 140 questionnaires being valid. The second phase of this study focuses on those who have filled up questionnaires in the first phase as well as those who returned to the physical examination center due to the abnormalities shown in the health reports. A total of 76 questionnaires are collected, with 47 questionnaires being valid. The statistical methods of SPSS are adopted to conduct descriptive statistics and analysis in this study. The statistical analysis software, Smart PLS 3.2.8, is used to conduct research on the credibility and validity of research models as well as to conduct the analysis on PLS-SEM structural equation models. The results of this study that shows those who influenced the intent of return to medical units include: (1) Customer satisfaction doesn’t have a significant influence on the intent of return to medical units in the first and second phase. (2) The relationship commitment of hospital has a significant positive influence on the intent of return to medical units in the first and second phase. (3) The trust of services doesn’t have a significant influence on the intent of return to medical units in the first and second phase. Therefore, the relationship commitment of hospital is the most important factor that influences the intent of return to medical units. The results of this study can be provided to the managers of hospital to conduct the evaluation and assessment when developing physical examinations and medical operations