Skip to main content
Fachgebiete
Automobil + Motoren Bauwesen + Immobilien Business IT + Informatik Elektrotechnik + Elektronik Energie + Nachhaltigkeit Finance + Banking Management + Führung Marketing + Vertrieb Maschinenbau + Werkstoffe Versicherung + Risiko
DE
EN
Themenseiten
Organisationspsychologie Projektmanagement Marketing Smart Manufacturing
Bücher
Zeitschriften
Weitere Formate
Podcasts Webinare Technik Webinare Wirtschaft Kongresse Veranstaltungskalender Awards
Jetzt Einzelzugang starten
Zugang für Unternehmen
Referenzkunden
MTZ-Fachkongress

Antriebe und Energiesysteme von morgen


Austausch von Automobil- und Energiewirtschaft

Am 14./15. Mai geht es in Chemnitz um die Mobilitätswende durch Elektro- und Wasserstofffahrzeuge.
Erweiterte Suche
Anmelden
nach oben
Erschienen in:
Idealization Effects in UX Evaluation at Early Concept Stages: Challenges of Low-Fidelity Prototyping Kapitel lesen Erstes Kapitel lesen

2019 | OriginalPaper | Buchkapitel

Development and Experiential Analysis of a Chinese Customer Satisfaction Model for Medical Service Industry

verfasst von : Ruifeng Yu, Jacky Y. K. Ng, Alan H. S. Chan, Yifan Tian

Erschienen in: Advances in Usability, User Experience and Assistive Technology

Verlag: Springer International Publishing

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config
loading …

Abstract

The purpose of this research was to construct a Chinese customer satisfaction model for medical services and to identify the key elements that influence customer satisfaction. Eighty seven valid responses from inpatients were collected using a survey questionnaire. Structural equation modeling was employed to estimate and adjust the proposed model. The results showed that perceived quality, expected quality, and information were three important antecedents influencing customer satisfaction, and that perceived quality was the strongest antecedent of customer satisfaction and that loyalty was the strongest consequence. Information had relatively low direct effect on customer satisfaction while it indirectly affected customer satisfaction considerably through the other antecedents of perceived quality and expected quality. This research provides hospital managers with information on the aspects to be emphasized with regarding to customer satisfaction and, also, highlights the importance of increasing customer satisfaction when seeking customer loyalty.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Jetzt informieren
Vorheriges Kapitel Satisfaction Analysis for Using Educational Serious Games for Teaching Wound Treatment
Nächstes Kapitel Drivers Quickly Trust Autonomous Cars
Literatur
1.
Fornell, C.A.: National satisfaction barometer: the Swedish experience. J. Mark. 56, 6–21 (1992)CrossRef
2.
Yang, C.C., Yang, K.J., Cheng, L.Y.: Holistically integrated model and strategic objectives for service business. TQM J. 22, 72–88 (2010)CrossRef
3.
Reichheld, F.F., Sasser, W.E.: Zero defections: quality comes to services. Harv. Bus. Rev. 68, 105–111 (1990)
4.
Kanoe, N.: The customer satisfaction. Thai Cosmet. Manuf. Assoc. J. 3, 33 (2003)
5.
Cheng, L.Y., Yang, C.C., Teng, H.M.: An integrated model for customer relationship management: an analysis and empirical study. Hum. Factors Ergon. Manuf. Serv. Ind. 23, 462–481 (2013)CrossRef
6.
Anastasios, M., Elizabeth, D.E., Papathanassogloub, C.L.: Evaluation of patient satisfaction with nursing care: quantitative or qualitative approach. Int. J. Nurs. Stud. 41, 355–367 (2004)CrossRef
7.
Heidegger, T., Saal, D., Nuebling, M.: Patient satisfaction with anaesthesia care: what is patient satisfaction, how should it be measured, and what is the evidence for assuring high patient satisfaction? Best Pract. Res. Clin. Anaesthesiol. 20, 331–346 (2006)CrossRef
8.
Abiodun, A.J.: Patients’ satisfaction with quality attributes of primary health care services in Nigeria. J. Health Manag. 12, 39–54 (2010)CrossRef
9.
Fisher, A.W.: Patients’ evaluation of outpatient medical care. J. Med. Educ. 46, 238–244 (1971)
10.
Fletcher, R.H., O’Malley, M.S., Earp, J.A., Littleton, T.A.: Patients’ priorities for medical care. Med. Care 21, 234–242 (1983)CrossRef
11.
Linn, L.S., DiMatteo, M.R., Chang, B.L., Cope, D.W.: Consumer values and subsequent satisfaction ratings of physician behavior. Med. Care 22, 804–812 (1984)CrossRef
12.
Lee, W.I., Shih, B.Y., Chung, Y.S.: The exploration of consumers’ behavior in choosing hospital by the application of neural network. Expert Syst. Appl. 34, 806–816 (2008)CrossRef
13.
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., Bryant, B.E.: The American customer satisfaction index: nature, purpose and findings. J. Mark. 60, 7–18 (1996)CrossRef
14.
Kessler, S.: Measuring and Managing Customer Satisfaction: Going for the Gold. ASQ Quality Press, Milwaukee (1996)
15.
Hsu, S.H.: Developing an index for online customer satisfaction: adaptation of American Customer Satisfaction Index. Expert Syst. Appl. 34, 3033–3042 (2008)CrossRef
16.
Eklöf, J., Westlund, A.H.: The pan European customer satisfaction index program. Total Qual. Manag. 13, 1099–1106 (2002)CrossRef
17.
Zhao, P., Li, C.Q., Yu, X.Z.: Guide to China customer satisfaction index. China Standard Press, Beijing (2003)
18.
Robert, C., Jami, L.D.: An examination of hospital satisfaction with blood suppliers. Transfusion 44, 1648–1655 (2004)CrossRef
19.
Türkyilmaz, A., Özkan, C.: Development of a customer satisfaction index model: an application to the Turkish mobile phone sector. Ind. Manag. Data Syst. 107, 672–687 (2007)CrossRef
20.
Fakeye, P.C., Crompton, J.L.: Images differences between prospective, first-time and repeat visitors to the lower Rio Grande Valley. J. Travel Res. 30, 10–16 (1991)CrossRef
21.
Hoyer, W.D., Macinnis, D.J.: Consumer Behavior. Houghton Mifflin Company, Boston (2003)
22.
Bosque, I.A.R., Martín, H.S., Collado, J.: The role of expectations in the consumer satisfaction formation process: empirical evidence in the travel agency sector. Tour. Manag. 27, 410–419 (2006)CrossRef
23.
Williams, B., Coyle, J., Healy, D.: The meaning of patient satisfaction: an explanation of high reported levels. Soc. Sci. Med. 47, 1351–1359 (1998)CrossRef
24.
Anderson, E.W., Fornell, C., Lehmann, D.R.: Customer satisfaction, market share, and profitability: findings from Sweden. J. Mark. 58, 53–66 (1994)CrossRef
25.
Sanchez-Hernandez, R.M., Martinez-Tur, V., Peiro, J.M., Moliner, C.: Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women. Psychol. Rep. 106, 598–610 (2010)CrossRef
26.
Tsai, M.C., Chen, L.F., Chan, Y.H., Lin, S.P.: Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach. Total Qual. Manag. Bus. Excell. 22, 941–956 (2011)CrossRef
27.
Chen, R., Hsiao, J., Hwang, H.: Measuring customer satisfaction of internet banking in Taiwan: scale development and validation. Total Qual. Manag. Bus. Excell. 23, 749–767 (2012)CrossRef
28.
Oliver, R.L., Swan, J.E.: Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach. J. Mark. 53, 21–35 (1989)CrossRef
29.
Lee, C.K., Yoon, Y.S., Lee, S.K.: Investigating the relationships among perceived value, satisfaction, and recommendations: the case of the Korean DMZ. Tour. Manag. 28, 204–214 (2007)CrossRef
30.
Oliver, R.L.: Satisfaction: A Behavioral Perspective on the Consumer. McGraw-Hill Press, New York (1997)
31.
Hellier, P.K., Geursen, G.M., Carr, R.A., Rickard, J.A.: Customer repurchase intention, a general structural equation model. Eur. J. Mark. 37, 1762–1800 (2003)CrossRef
32.
Anderson, E.W., Fornell, C.: Foundations of the American customer satisfaction index. J. Total Qual. Meas. 11, 869–882 (2000)CrossRef
33.
Chen, C.F., Cheng, L.T.: A study on mobile phone service loyalty in Taiwan. Total Qual. Manag. Bus. Excell. 23, 807–819 (2012)CrossRef
34.
Setó-Pamies, D.: Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust. Total Qual. Manag. Bus. Excell. 23, 1257–1271 (2012)CrossRef
35.
Landon, E.L.: The direction of consumer complaint research. In: Olsen, J.C. (ed.) Advances in Consumer Research, vol. 7, pp. 335–338 (1980)
36.
Fornell, C.R., Bookstein, F.L.: Two structural equation model: LISREL and PLS applied to consumer exit-voice theory. J. Mark. Res. 19, 440–452 (1982)CrossRef
37.
Taner, T., Antony, J.: Comparing public and private hospital care service quality in Turkey. Leadersh. Health Serv. 19, 1–10 (2006)CrossRef
38.
Parasuraman, A., Grewal, D., Krishnan, R.: Marketing Research. South-Western College Publishing, Boston (2006)
39.
Bayraktar, E., Tatoglu, E., Turkyilmaz, A., Delen, D., Zaim, S.: Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA. Expert Syst. Appl. 39, 99–106 (2012)CrossRef
40.
Hox, J.J., Bechger, T.M.: An introduction to Structural Equation Modeling. Fam. Sci. Rev. 11, 354–373 (1998)
41.
Johnson, M.D., Gustafsson, A., Andressen, T.W., Lervik, L., Cha, J.: The evolution and future of national customer satisfaction index models. J. Econ. Psychol. 22, 217–245 (2001)CrossRef
42.
Gallarza, M.G., Saura, I.G.: Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behavior. Tour. Manag. 27, 437–452 (2006)CrossRef
43.
Hirschman, A.O.: Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations and States. Harvard University Press, Cambridge (1970)
Metadaten
Titel
Development and Experiential Analysis of a Chinese Customer Satisfaction Model for Medical Service Industry
verfasst von
Ruifeng Yu
Jacky Y. K. Ng
Alan H. S. Chan
Yifan Tian
Copyright-Jahr
2019
Buch
Advances in Usability, User Experience and Assistive Technology

Print ISBN: 978-3-319-94946-8

Electronic ISBN: 978-3-319-94947-5

Copyright-Jahr: 2019

DOI
https://doi.org/10.1007/978-3-319-94947-5_68

Premium Partner

    Marktübersichten

    Die im Laufe eines Jahres in der „adhäsion“ veröffentlichten Marktübersichten helfen Anwendern verschiedenster Branchen, sich einen gezielten Überblick über Lieferantenangebote zu verschaffen. 

    Zur Marktübersicht
    Bildnachweise