A study on investigating patient satisfaction of medical centers using Taiwan customer satisfaction index in Taiwan

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.