Factors Affecting Service Innovation, Customer Value toward Customer Satisfaction: Case on Health Care Industry

Abstract

The fierce competition among industries and the rapid environment changes have health care companies not only face the competitive prices of products but also bear the pressure of shortening product life cycle. Looking back the barter time before, there was not customer service. With the time and space changes, customer service is constantly enhanced along with the economic development. In the service era, a business should complete the service value from the aspect of customer to achieve the goal of customer satisfaction, actively understand customers’ real needs, and provide products and services required for customers in order to create higher service value for customers. Taking the employees of health care industry in Shanghai City as the research object, questionnaire survey is used for collecting relevant data. With statistical analyses, the following research conclusions are summarized: (1) Service innovation shows significantly positive correlations with customer value; (2) Customer value reveals remarkably positive correlations with customer satisfaction; (3) Service innovation reveals notably positive correlations with customer satisfaction. Reference for health care industry making operation policies is provided in this study. By strengthening customer value and customer satisfaction, it is expected to enhance customer loyalty and create the niche for the sustainable management of health care industry.

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