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博碩士論文 etd-0522117-210708 詳細資訊
Title page for etd-0522117-210708
論文名稱
Title
探討專業醫療機構經營成功之關鍵因素模式-以顧客需求動機與顧客滿意度之研究
Exploring the Key Factor of Successful Operation of Professional Medical Institution-A Study on Customer Demand Motivation and Customer Satisfaction
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
117
研究生
Author
指導教授
Advisor
召集委員
Convenor
余明助
Ming-Chu,Yu
口試委員
Advisory Committee
趙必孝
Bih-Shiaw,Jaw
口試日期
Date of Exam
2017-05-12
繳交日期
Date of Submission
2017-08-01
關鍵字
Keywords
需求動機、經營成功關鍵因素、顧客滿意度、服務品質、專業生髮醫療機構
professional hair regrowth medical institution, key success factors, needs and motivations, service quality, customer satisfaction
統計
Statistics
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中文摘要
本研究主要探討某知名專業生髮醫療機構(以下簡稱機構)經營成功之關鍵因素模式,以機構之顧客需求、動機、服務品質與顧客滿意度為主要研究項目。
以目前機構產業之現況分析、顧客需求與動機、服務品質、顧客滿意度、與經營成功關鍵因素為基礎,進行相關文獻探討。
採用量化分析為主,質化訪談為輔的方式,了解顧客滿意度與內部護理人員對機構經營之看法。共發出125份問卷、訪談22位顧客。藉此了解機構顧客滿意度與經營成功之關鍵因素為何。
根據研究顯示機構具有極佳的服務品質及顧客滿意度為機構經營的成功關鍵因素之一,而這要歸功於護理人員提供非常優質的服務,機構良好的工作環境、和諧互助的企業文化搭配相關人員制度與主管領導風格,培養出優質的護理人員,造就出今日成功的專業醫療機構。
Abstract
This research aims to discuss key success factors model of one professional hair regrowth medical institution (Use institution as abbreviation in this research). Our main research items are Institution’s Customer needs, motivations, service quality and customer satisfaction.
We did the analysis and literature review base on institution’s industry situation, customer needs and motivations, service quality, customer satisfaction and key success factors.
We use quantitative method as our main method and use qualitative method as secondary method to assist this research to know customer satisfaction and opinions to management from nursing staffs in institution.
In order to know what are customer satisfaction and key success factors, we sent out 125 questionnaires and interviewed 22 customers in the institution.
According to the research, it reveals that the institution has outstanding service quality and customer satisfaction, both are key success factors of institution in running business. These factors are attribute the success to excellent service quality served by nursing staffs, good working environment in institution, harmonious and cooperative corporate culture with personnel system and leadership style of supervisor, cultivate high quality of nursing staffs, bringing up a successful professional medical institution today.
目次 Table of Contents
論文審定書 i
謝 誌 ii
摘 要 iii
Abstract iv
目錄 v
圖次 vii
表次 viii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 3
第二章 文獻探討 4
第一節 生髮市場的現況分析 4
第二節 顧客需求與動機 4
第三節 服務品質 5
第四節 顧客滿意度 7
第五節 經營關鍵成功因素 8
第三章 研究方法 10
第一節 研究架構 10
第二節 研究設計 10
第三節 資料蒐集方法 17
第四節 資料分析方法 18
第四章 研究分析 19
第一節 人口統計變數分析 19
第二節 信度分析 21
第三節 顧客需求分析 22
第四節 顧客動機分析 22
第五節 服務品質分析 23
第六節 顧客滿意度分析 27
第七節 ANOVA檢定分析 29
第八節 相關性分析 31
第五章 結論與建議 32
第一節 研究結論 32
第二節 研究建議 34
第三節 研究限制 36
第四節 未來研究建議 36
參考文獻 37
附錄一、顧客訪談稿 40
參考文獻 References
參考文獻
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