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URN etd-0721104-154030 Statistics This thesis had been viewed 2726 times. Download 2187 times. Author Jia-hung Lin Author's Email Address No Public. Department Management Business Administration Year 2003 Semester 2 Degree Master Type of Document Master's Thesis Language English Page Count 85 Title A STUDY ON THE RELATIONSHIP AMONG SERVICE QUALITY, CUSTOMER SATISFACTION, AND BEHAVIORAL INTENTION—WITH DENTAL CLINIC IN TAIPEI CITY AS AN EXAMPLE Keyword SERVICE QUALITY CUSTOMER SATISFACTION BEHAVIORAL INTENTION BEHAVIORAL INTENTION CUSTOMER SATISFACTION SERVICE QUALITY Abstract A STUDY ON THE RELATIONSHIP AMONG SERVICE QUALITY, CUSTOMER SATISFACTION, AND BEHAVIORAL INTENTION—WITH DENTAL CLINIC IN TAIPEI CITY AS AN EXAMPLE
Advisor: Prof. Hsien-che Lee
Student: Jia-hung Lin
GRADUATE SCHOOL OF MANAGEMENT
There is a growing managerial interest in patient satisfaction as a means of evaluating medical quality. It is the management homework for hospital owner to upgrade quality service and patient satisfaction and to propose marketing strategy in order to attract patient’s attention. We are going to study the behavioral intentions, once patients keep positive intention, they will have a positive word of mouth and continue contacting with health care system. Therefore, if one can forecast the patient behavioral intentions, he will take advantage of the future opportunity. This study attempts to provide managerial meanings and suggestions for the dental clinic managers to make a strategic decision.
Research population of this study was the dental clinic’s patients in Taipei City. This student selected 6 dental clinics at random. The 300 respondents produced a total of 264 usable questionnaires resulting in a response rate of 88%.
This student uses structural equation modeling (SEM) to evaluate the relationship among service quality, customer satisfaction, and behavioral intentions.
The results show that the proposed, integrated model may be a useful framework for understanding consumer decision processes as well as evaluating dental clinic performance more completely and high service quality in dental clinics can lead to better customer satisfaction, in turn, positive behavioral intention. Additionally, high service quality also leads to positive behavioral intention. The study also finds that technical competence in dental clinics should be considered with greater care. Among the five factors, technical competence factor shows the highest unique relationship with the dependent variable, customer satisfaction.
Advisor Committee Hsien-che Lee - advisor
Chih-yiang Tsai - co-chair
Hao-erl Yang - co-chair
Files Date of Defense 2004-06-23 Date of Submission 2004-07-21