服务质量差距模型对职业康复中心残疾人顾客满意度的预测

Q4 Social Sciences

Journal of Intellectual Disability - Diagnosis and Treatment Pub Date : 2022-04-21 DOI:10.6000/2292-2598.2022.10.02.3

Hawazin Mohammed Ahmed Natto

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引用次数: 0

摘要

本研究的目的是调查服务质量差距模型作为职业康复中心残疾人客户满意度的预测指标。本研究采用定量调查研究方法。自变量为服务质量差距模型，因变量为顾客满意度。数据采用Pearson相关和多元回归分析。采用多元回归。参与者为150名残疾人（女性，n=10，6.66%，男性，14093.33%）。研究结果显示，服务质量差距模型分量表与客户满意度之间存在显著相关性。综合起来，自变量（有形性、可靠性、反应性、保证性和同理心）的多元回归系数（R）为0.664，多元相关平方为0.621。五个自变量中的每一个都对客户满意度的预测做出了显著的个人贡献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Service Quality Gap Model as a Predictor of Customer Satisfaction among People with Disabilities in Vocational Rehabilitation Centers

The purpose of this study was to investigate the Service Quality Gap Model as a predictor of customer satisfaction among people with disabilities in Vocational rehabilitation centers. A quantitative survey research method was employed for this study. The independent variable is Service Quality Gap Model, while the dependent variable is customer satisfaction. The data were analyzed with Pearson correlation and multiple regression. Multiple regression was used. Participants were 150 individuals with disabilities (females, n= 10, 6.66%, and males 140, 93.33%). Findings show significant correlations between service quality gap model subscales and customer satisfaction. When put together, the independent variables (tangibility, reliability, responsiveness, assurance, and empathy) yielded a coefficient of multiple regression (R) of 0.664 and a multiple correlation square of 0.621. Each of the five independent variables made significant individual contributions to the prediction of customer satisfaction.

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来源期刊

Journal of Intellectual Disability - Diagnosis and Treatment Social Sciences-Health (social science)

CiteScore

1.00

自引率

0.00%

发文量

期刊介绍： The journal aims to describe the research work on Intellectual Disability Diagnosis and Treatment in children and adults. It covers not just the technical aspects of the procedures in prenatal, newborn and postnatal screening, but also the impact which the process of testing and treatment has on individuals, parents, families and public-health in general. The journal seeks to publish, but is a not restricted to, Genetic Intellectual Disability Syndromes, using a range of approaches from medicine, psychiatry, psychology, pharmacy, biology, epidemiology, bioinformatics, biopharmaceutical to association and population studies as well as sociological, ethical, philosophical, legal and quality control issues with the ultimate goal of advancing the knowledge on the diagnosis, prevention, and treatment of the Intellectual Disabilities. The journal publishes original research articles, review articles, case reports and short communications(Letter article).