The Influence of Hi-Tech Product Quality and After-sales Service Quality on Customer Satisfaction─a Case of Philips Med
葉惠玲、王學銘
E-mail: [email protected]
ABSTRACT
Along with the level of living rise and life extension, health care concept gains ground, urges the demand of medical supplies to expand increasingly, reveals the medical supplies market will has a lot of opportunities in the future. But the complexity of medical product and the importance of brand raise the market threshold. The medical supplies entrepreneur how to succeed from oligopoly market? To enhance the product quality and customer's service quality, provide the right product and service which customer expected then raise the customer satisfaction and loyalty. This study uses the concept “Customer satisfaction is effected by the perceived service quality, perceived product quality, perceived price” that is brought up by Zeithaml and Bitner (1996), with the medical supplies company conducts the study object, adjusts the variable of research, establishes the research construction, develops research questionnaire, collects survey data, uses SSPS analysis method and Structural Equation Model (SEM) to verify the pattern of research conceptual construction. The major results were summarized as follows: 1. Actual quality and perceived quality relations:
Actual product quality and actual service quality with perceived product quality and perceived service quality present positive correlation. 2. Expected quality and perceived quality relations: Expected product quality and expected service quality with perceived product quality and perceived service quality present negative correlation. 3. Perceived quality and customer satisfaction relations: Perceived product quality with customer satisfaction present positive correlation. But in the relation of perceived service quality and customer satisfaction, just "Reliability" and "Responsiveness" present positive correlation; other three factors present negative correlation, and no significant correlation. It means this research assumption "perceived service quality and customer satisfaction present positive correlation" just established partially.
Keywords : product quality ; service quality ; customer satisfaction
Table of Contents
封面內頁 簽名頁 授權書………iii 中文摘要………
………iv 英文摘要………vi 誌謝………
………..viii 目錄………ix 圖目錄………
………xi 表目錄………...xii 第一章 緒論 第一 節 研究動機與背景 1 第二節 研究目的 4 第三節 研究範圍 5 第四節 研究流程 6 第二章 文獻探討 第一節 高科技產業定義 8 第二節 醫療器材的定義 10 第三節 產品品質的定義 11 第四節 產品品質的衡量 15 第五節 售後服務 21 第六節 服務品質的定 義 24 第七節 服務品質的衡量 33 第八節 顧客滿意 43 第九節 產品品質、服務品質與顧客滿意之關聯性 45 第三章 個案說明 與研究方法 第一節 醫療器材產業的特色 47 第二節 醫療器材的範圍與分類 49 第三節 醫療器材產業現況與趨勢 52 第四節 台灣醫療器材法規 56 第五節 Philips公司及醫療系統事業部簡介 62 第六節 觀念性架構 65 第七節 研究變數與操作型定義 66 第九節 問卷設計 71 第十節 統計方法 76 第十一節 前測與題項刪減 76 第四章 實證資料分析 第一節 敘述性統計 85 第二節 信度分析 92 第三節 研究構念與變項之相關 95 第四節 整體模式配適 96 第五節 假設驗證 99 第五章 結論 第一節 研究結果 105 第二節 管理意涵 107 第三節 研究限制 109 第四節 後續研究建議 110 附錄 118
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