题名

長照機構顧客抱怨與關係承諾-以顧客導向為干擾變數

并列篇名

The Relationship between Customer Complaint and Relationship Commitment in Long-term Care Industry-The Moderating Effect of Customer Erientation

作者

吳靜怡

关键词

顧客導向 ； 關係承諾 ； 顧客抱怨 ； 長照機構 ； relationship commitment ； customer complaint ； long-term care industry ； customer orientation

期刊名称

中臺科技大學醫療暨健康產業管理系碩士班學位論文

卷期/出版年月

2017年

学位类别

碩士
导师

林英顏
内容语文

繁體中文
中文摘要

本研究旨在探討長照機構關係承諾與顧客抱怨之關係，檢測顧客導向對顧客抱怨和關係承諾之間關係的干擾效果，發放問卷共計330份，回收270份有效問卷，回收率為81.8%，使用變異數分析、皮爾森相關分析、多層級迴歸分析檢定研究假設。研究結果顯示：顧客抱怨與關係承諾呈正向顯著相關。顧客導向對顧客抱怨及關係承諾關係間具干擾效果，且顧客導向高時，顧客抱怨正向影響關係承諾。
英文摘要

This study is to examine the relationship between customer complaints and relationship commitment in long-term care industry. We also examine the moderating effect of customer orientation on the relationship between customer complaints and relationship commitment. 330 questionnaires were distributed and 270 were returned, representing a response rate of 81.8%. The study used Analysis of variance (ANOVA), Pearson correlation analysis and multi level regression analysis to test the hypotheses. The results found that customer complains significantly positive influences relationship commitment. Customer orientation moderates the relationship between customer complaints and relationship commitment, this is, while customer-orientation is high, customer complaints have a positive effect on relationship commitment.
主题分类 醫藥衛生 > 預防保健與衛生學
管理學院 > 醫療暨健康產業管理系碩士班
社會科學 > 管理學
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