The Study of Customer's Satisfaction on Two Types of Consumption Motivations at the Health Examination Center
Date Issued
2007
Date
2007
Author(s)
Kuo, Geng-Yi
DOI
zh-TW
Abstract
After years of propagation, citizens are beginning to understand that early discovery and treatment of diseases are the key factors of curability. Therefore, the demand for health examination begins to increase. The leading goal for all health examination centers is then to raise customers’ satisfaction and customize different marketing strategies in order to retain old customers and attract new ones.
The purpose of this study is to explore the effect of customer expectation and perceived performance of different customer types with two different consumption motivations (voluntary or employment company contract with health examination center) on customer satisfaction, and to compare the differences. This study is takes place from June 7~15, 2007 on 194 health examination customers (selected by purposive sampling) in a health examination center. The survey referred to PZB Service Quality Conceptual Model, including the six phases of tangibility, reliability, responsiveness, assurance, empathy, and price.
Important findings are as follows:
1. Two types of customers have significant differences on customer expectation, perceived performance, and overall satisfaction.
2. Two types of customers have significant differences on partial questions of the questionnaire and perceived performance.
3. Customers’ demographic variables have significant difference on expectation, perceived performance, and overall satisfaction to the health examination center.
4. Empathy and Assurance are the significant factors on affecting the overall satisfaction of customers whose employment company is on contract with the health examination center.
5. Assurance is the significant factor on affecting the overall satisfaction of voluntary customers.
Subjects
滿意度
價格
服務品質
PZB模式
satisfaction
price
service quality
PZB Service Quality Conceptual Model
Type
thesis
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