The composition factor of delivery service which influences the degree of customer satisfaction

Abstract

The purpose of this research showed clearly how the women who experienced the delivery are evaluating the service about a delivery with institution, and aimed at obtaining an effective measure for institution management. The self-question paper investigation by the researcher creation which referred to the measurement tools “SERVQUAL” of service quality was requested from the women who experienced the delivery using the technique of service marketing, and 354 persons' reply was obtained. A result is as follows.
1. The service about a delivery was classified into the pregnancy time three factors, :“per-sonal trust factor”.“cost factor”“option factor” delivery time 4 factor:“personal trust factor”.“cost factor”“continuity of care factor”“factor of safety” and childcare time 4 factor, :“personal trust factor”, “hospitality factor”, “cost factor”, and “safety factor.”
2. As for the factor extracted with the degree of satisfaction of each time, significant relation accepted except for the “delivery time continuity of care factor.”
3. Factor Which Influences the Whole Degree of Satisfaction is “the delivery time factor: personal trust”, “the delivery time factor: cost”, “the childcare factor: personal trust”“the childcare time factor: hospitality” and “the childcare time factor: safety.”
4. In the service about a delivery, significant correlation was accepted in “the degree of satisfaction”, and “introduction to the others” and a “reuse intention.”