Survey of Customer Satisfaction and Loyalty: Customer Research from One Medical Aesthetic Clinic
Date Issued
2014
Date
2014
Author(s)
Lin, Shih-Chiang
Abstract
Currently, supply is greater than demand in the market of medical aesthetics. It means that medical aesthetics market is gradually reaching maturity. The relationship between customers and medical aesthetic clinic is greatly different from traditional doctor patient relationship. Service become the major role of the practice of medical aesthetic clinic and medical technology play the required and ancillary part. On the purpose for sustainable operation, pursuit of higher customer satisfaction and loyalty are the major concerns.
This research was based on the customers of one medical aesthetic clinic. Analysis of customer satisfaction, loyalty, repeat patronage, and actual recommendation was performed. The data showed that customer satisfaction is related to customer loyalty, and customer loyalty is related to actual recommendation, but both customer satisfaction and customer loyalty are not related to repeat patronage. Conclusion: there is variance between the attitude and behavior of customer loyalty.
Subjects
顧客滿意度
顧客忠誠度
再消費意願
推薦意願
實際再消費
實際推薦
Type
thesis
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ntu-103-P94743017-1.pdf
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