Abstract
Objective: In order to improve our service for customers, we have studied “consumer satisfaction” with regard to willingness of repeated annual ningen dock in our institution by questionnaire method. Subject and method: A total of 407 customers who underwent either a-day-or two-day-dock in our institution between August 30 and September 3,2004. were subjected. The questioning items were satisfaction of hospitality offered by staffs, facility, manners of instructions, meal, waiting time, and protection of privacy. We also asked the customers whether they wish to come again “repeat-will”. The question was asked to reply on a five-point liker scale. The “average satisfaction score” was obtained in every item and correlation coefficient between the “average satisfaction score” and “repeat -will” was calculated. Step-wise multiple regression analysis was performed to identify the factors related to “repeat-will”. Results: All of 406 customers replied. The average score of satisfaction was the highest at “hospitality” (4.34). On the other hand, the score was low at “waiting time” (3.16), and “meal” (3.21). The correlation coefficient between the “average satisfaction score” and “repeat-will” was 0.47, which was interpreted that the correlations were present to a certain degree. The multiple regression analysis showed that “hospitality”, “facility” and “the number of repeating time” were statistically associated with “repeat-will”. Conclusions: “Hospitality” and “facility” are important factors related to customers willingness of repeated annual ningen dock in the same institution. The significant correlation “average satisfaction score” and “repeat-will” suggests that the improvement of consumer satisfaction can increase the number of repeating customers.
