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

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.