医疗行业顾客满意模型的研究

江苏科技大学硕士学位论文医疗行业顾客满意模型的研究姓名：银淑秋申请学位级别：硕士专业：管理科学与工程指导教师：顾平20050319IWTOAbstractIIInvestigationoftheCustomerSatisfactionModelfortheMedicalTradeAbstractWiththefurtherdevelopmentofthemedicalsystemreformingandthewakeningofpeople'shealthcareconsciousness,thecompetitioninthemedicalmarketbeginsandintensifiesdaybyday.Meanwhile,withChina'sentryintoWTO,someforeignmedicalservicesenterthemedicalmarketathome,thustheiradvancedmanagementideasgivestrongandpersistentimpactsontheircounterpartsinChina.Theabovesituationsbecomemoreandmoresevereandputhigherrequirementsonthemedicaltradeathome.Thenewmanagementideaofcustomersatisfactiontheory(CS)isintroducedintothemedicaltrade.Comparedwiththoseadvancedcountries,ChinahaslaggedfarbehindinthepracticeandinvestigationoftheCStheory;comparedwithothertrades,theCStheoryinthemedicaltradeisevenweakerandhasnotyetstudiedsufficiently.Customersatisfactioninvestigationinmosthospitalsbecomesamereformality,thusitisdifficulttoproduceanyeffect.Atthesametime,thereisalackofcriterionforcustomersatisfactionitemssystemindifferenthospitals,whichmakesitdifficulttocomparetheachievementamongdifferentmedicalbodies.Therefore,itisurgentandnecessarytostudytheCSmodelinmedicaltradeanddesigncustomersatisfactionitemssystemonthebasisofthemodel.Themedicaltradeisaspecialonewherethepatientsfacegreaterrisksandhasmonopolyofacertaindegree.FortheCSmodel,thecharacteristicsofthemedicaltradeandpatients'behaviorareexploitedtodeterminethestructurevariablesandtheircorrespondingmeasurementitems;mathematicalandstatisticalmethodsareutilizedtoanalyzethecomputeddata,studyandverifytherelationshipbetweendifferentvariablesintheCSmodel.Theobtainedresultsindicatethatthesampledatasupporttheconceptualmodelprovidedinthethesis.Thusthefollowingconclusionsareobtained,besidesexpectation,bothcustomerdemandandperceptiveperformancehavearemarkableinfluenceoncustomersatisfaction,moreover,expectationanddemandhaveindirectinfluenceoncustomersatisfactionviaexpectationaccordanceanddemandsatisfaction.Meanwhile,expectationaccordanceanddemandsatisfactioncaninteractwitheachother.Inaddition,theresultsfromtheresearchofthedomesticcustomersatisfactionshowthatcustomercomplainthasnoremarkableinfluenceoncustomersatisfactionandcustomerloyalty.ThusthevariableofcustomercomplaintisremovedfromtheCSmodelinthethesis,andtheAbstractIIIvariableofhospitalreputationisaddedaccordingtothedomesticsituation.Theanalysisalsoindicatesthathospitalreputationhasastronginfluenceonbothcustomersatisfactionandcustomerloyalty.Keywordsmedicaltrade;customersatisfaction;structureequation;expectation;demand;perceptiveperformance11.190IT1122WTOWTO21.220701980Oliver2080WoodruffCadotteJenkins1984WestbrookReilyab31.31.3.11.3.242.12.1.1[1]2-12-152.1.2[2]118183536606023////61232.2CS1986HowardSheth1969[3]OliverLindar1981[4]WestbrookReilly1983[5]Kotler[6]Hunt[7]1977EngelBlackwell[7]1982TseWilton1988[8][9]72.22070Oliver(RobertB.Woodruff)ErnestR.Cadotte(RogerL.Jenkins)(RobertA.Weatbrook)(MichaelD.Reilly)1983ARichardA.SprengBScott.B.Mackenzie)WRichardW.Olshavsky199672.3.1/(Tolman1932)OlshavskyMiller1972Anderson1973Cardozo(1964)/19802-1[10]1982(Churchill)(Suprenant)82-1OliverOliverSwanMartin1981ChurchillSuprenant1982[11]LatourPeat(1979)[12][13]FornellChurchillSurprenamtTeasPetersDavidowOlshavshyMillerHochScottBouldingColleagues92.3.2()ChurchillSuprenant(1982)[12]TseWilton(1988)/[8](Alloy1984)(75)()2-22.3.32080Woodruff1982Cadotte10Jenkins1983[14][13]nnmn2mn2m2.3.4(Westbrook)Reilly1983WestbrookReilly11[5]WestbrookReilyHunt(1983)WestbrookReily19901991JamesH.Myers[15]1993RichardA.spreng[16]19990.3210.255[17]PrakashMunson19852.3.51996SprengScottOllshavsky2-3[16]12[17]2-32.3.6JayantiJackson1991JayantiJacksonJayantiJackson132.3.7[13]199019901996142.42.4.12090[18][19]1ECSB1989Fornell2-42-42-22-2152ACSIACSI2-5ACSI62-52-32-319962-3316ACSIECSIECSI2-6ECSI2-6ECSI2-42-41.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.1718.19.20.4CCSI1ACSIECSI72-72-7CCSI2ACSI[20]2-82-81832003.11GAP[21]/2-9192-92.4.2CSIPLS,SCSBACSI1998ACSIECSI199856900ACSIECSI20213.13.1.1SEMStructuralEquationModelSEM[22]3.1.2CSIPLSPartialLeastSquaresLatentVariable22[23][24][25]123R2(SEMStructuralEquationModeling)K.Jorekog19732090[25]1234/5(Ordinal)(Categorical)PLS6PLS3.2[26]3.2.112323.2.2SEM1X=Λxξ+δ(3.1)Y=Λyη+ε(3.2)X()Y()ΛxXξ()ΛyYηδεXY224=Βη+Γξ+ζ(3.3)()()Β()()B0Ι−Β0εδ0,ηξζLISRELlinearstructurerelationship8,,,,,,,xyεδΛΛΒΓΦΨΘΘ,xyΛΛ,ΒΓΦξΨζ,xyΘΘ,εδFactorVariable15110303.34[26]3.3.1(1)(2)30.33.3.2253.3.3123NNFICFIRMSEA2χ3.3.41234t2χ3453.4126(MultipleRegressionAnalysisMRA)[27]MRA2Y=yεΑ+X=xδΑ+ηηξζ=Β+Γ+Y=A+BX3[28]4(cross-validation)()[29]275[30][31]SEMSEM284.14.1.141234[32]4.1.229[33][34]Pascoe4.3[35-37]1230345314.24.3.1[38][39]1[40]2[40]34564.3.2[41][42]132234.3.3[43]121332334345.1ISO90005.2355.2.1[16]1990(ClaeSFornell1996[44]/5.2.2[45]5.2.3ChurchillSurprenantTseWilton365.35.3.15-1ACSIECSI885-1371H1H22H3H43H5H64H7H8H95H106H11H125.3.2385-12322225-1x1x21ξx3x4x52ξx6y1y21ηy3y42ηy53ηy6y7y84ηy9y10y115ηy12y13y14y156ηy165.439SEMSmallWatersAmos5.0SEMAmos(AnalysisofMomentStructures)SEM