蔡雅芳Tasi,Ya-Fang李宣誼Li,SHIUAN-YILi國際健康產業經營管理碩士在職專班2026-03-232026/6/3020242024/6/27https://handle.ncl.edu.tw/11296/6sq7ufhttps://scholars.csmu.edu.tw/handle/123456789/6427本研究旨在探討物理治療所的顧客關係、服務品質、顧客滿意以及顧客忠誠之間的關係。研究採用問卷調查法，以曾經接受過物理治療所服務的病患為研究對象，研究期間自113年03月09日至113年05月09日，取得有效問卷共308份。研究資料以SPSS 22.0版統計分析軟體進行資料分析。研究結果顯示，物理治療所的顧客關係與顧客滿意 (β=0.139 , P<0.05)、服務品質與顧客滿意(β=0.639 , P<0.001)，以及顧客滿意與顧客忠誠(β=0.189 , P<0.001)有顯著正向影響。此外，顧客關係的建立對顧客忠誠也有顯著正向影響(β=0.869 , P<0.001)。顧客滿意是顧客關係與顧客忠誠的中介變項(P<0.000)，顧客滿意是服務品質與顧客忠誠的中介變項(P<0.000)。顧客對物理治療所提供的服務感到滿意時，更有可能成為忠誠顧客。因此，透過深入研究和有效的實踐，我們可以不斷提升物理治療所的競爭力，為顧客提供更好的服務和體驗，加強顧客關係的建立，以提高顧客滿意和忠誠，進而增強競爭力和永續經營能力。This study aims to explore the relationships between customer relationships,service quality, customer satisfaction, and customer loyalty in physical therapyclinics. The research used a questionnaire survey method, targeting patients who had received services from physical therapy clinics, with the study period from March 9, 2024, to May 9, 2024, obtaining a total of 308 valid questionnaires. The research data were analyzed using the statistical analysis software SPSSversion 22.0. The results showed that customer relationships with physical therapy clinics have a significant positive impact on customer satisfaction (β=0.139, P<0.05), service quality has a significant positive impact on customer satisfaction (β =0.639, P<0.001), and customer satisfaction has a significant positive impact on customer loyalty (β =0.189, P<0.001). Additionally, establishing customer relationships significantly positively impacts customer loyalty (β =0.869, P<0.001). Customer satisfaction is a mediating variable between customer relationships and customer loyalty (P<0.000). Customer satisfaction is also a mediating variable between service quality and customer loyalty (P<0.000). Customer who are satisfied with the services provided by physical therapy clinics are more likely to become loyal customers. Therefore, through in-depth research and effective practice, we can continuously enhance the competitiveness of physical therapy clinics, provide better services and experiences for customers, strengthen the establishment of customer relationships, improve customer satisfaction and loyalty, and thereby increase competitiveness and sustainable operating capacity.顧客滿意服務品質顧客關係物理治療所顧客忠誠service qualitycustomer relationshipsPhysical therapy cliniccustomer satisfactioncustomer loyaltythesis