ISSN 2756-3677
International Journal of Banking, Economics and Finance ISSN: 8201-4728 Vol. 2 (7), pp. 001-010, July, 2018. © International Scholars Journals
Full Length Research Paper
A study on investigating patient satisfaction of medical centers using Taiwan customer satisfaction index in Taiwan
Hsiu-Yuan Hu1,2, Shao-I Chiu3, Ching Chan Cheng4* and Yi-Fang Hsieh5
1Department of Food Technology and Marketing Management, Taipei College of Maritime Technology, Taipei City, Taiwan.
2Da Chien Health Medical System, Miaoli City, Taiwan.
3The Center for General Education, Taipei College of Maritime Technology, Taipei City, Taiwan.
4Department of Food and Beverage Management, Taipei College of Maritime Technology, Taipei City, Taiwan.
5Library and Information Center, Taipei College of Maritime Technology, Taipei City, Taiwan.
Accepted 13 April, 2018
Abstract
The study on national customer satisfaction index model has continued to develop prosperously. Almost every developed country (including Taiwan) is planning to study or is setting up their own customer satisfaction index measurement and model. This paper aims to evaluate patient satisfaction of medical centers using the Taiwan Customer Satisfaction Index (TCSI). A survey of 1,200 patients from four medical centers in Taiwan was performed and the valid questionnaires totaled 1,046. The data was analyzed by Structural Equation Modeling (SEM) and the result showed that the biggest factor that impacts customer loyalty is customer satisfaction. Perceived quality and value have a positive effect on customer satisfaction. The conclusion provides valuable comment for medical centers, to develop strategies to increase their competitiveness in Taiwan.
Key words: Patient satisfaction, Taiwan customer satisfaction index, medical center.