「服務」所涉及的範圍很廣，有提供技術或專業的，如水電工、律師等。也有提供知識或資訊的，如顧問、教師等。或提供設施或空間的，如會議室出租、汽車出租、電影業者等。當然，更有提供多項者，如醫院便提供了專業、技術、知識及空間等。
國內服務業雇用勞動力比率於2000年首度超過工業達50.2%，而且逐年增加中，服務業的發展預期將影響未來經濟發展。服務業首重服務品質，甚至有將服務品質及顧客滿意與員工報償制度連結。而健康醫療服務雖是服務業的一種，但是因為其本身的複雜性、變化性，使得醫療服務品質非常難以衡量，尤其是有關醫療服務的技術品質（結果）。
服務品質的研究者對服務品質構面的議題有很多，早期大部分文獻接受SERVQUAL的構面衡量服務品質，但是歐洲學者已經考慮到服務品質另外的層面，他們提出顧客知覺的服務品質，應有三個層面，包含功能的（程序）、技術的及印象等。雖然大部分學者認同服務品質是多重構面，但是對於構面的本質和內容卻沒有一致的看法。國內研究醫療服務品質者大部分採用P.Z.B.的缺口理論，本研究則試著採用Ward et al.(2005)研究醫療服務品質的量表，測試個案診所的醫療服務品質是否符合期待，進而分析整體品質(病患滿意)與服務品質各構面的關係，建立預測模式，提供個案診所評估醫療服務品質之參考。
個案診所為中鋼鐵公司因應「勞工健康保護規則」規定而設置，診所使命為照顧員工健康，以提供員工基本的醫療服務為第一優先，中鋼公司員工約8600人，加上協力廠商及眷屬，目標市場約有3萬人的規模，所以其設計之規模比一般診所要大得多，從業人員有24人。該診所毋須自負盈虧，服務績效成為唯一評斷經營良窳之工具，發展一量測服務品質的模型，可藉以評定服務品質績效、亦可憑以改善服務，增進員工身心健康之福利。

The range of definitions involving “service” is wide. For example, plumbers or lawyers offer technique or profession; consultants or teachers offer knowledge or information; meeting room or car rental agencies as well as people in movie industries offer facilities or space. Of course, a particular place like a hospital provides more than one service, including profession, skills, knowledge, space, etc.
In Taiwan, the employment rate in service industry reached 50.2% in 2000. It was the first time the percentage exceeded the one in labor industry, and it is increasing gradually every year. The development of service industry is predicted to influence the economy in the future. The most important factor in service industry is the quality of service. Some even connect service quality with customer satisfaction as well as employees’ rewards. Medical care is a kind of service, too. However, the complication and variation make it hard to measure the quality, especially when it is related to the quality of technique (result).
The researchers have a lot of issues about the structures of service quality. In the earlier documents, people agreed with using SERVQUAL to measure the quality. However, European scholars have considered other aspects of service quality. They pointed out that there should be three aspects of service quality for customer satisfaction, including functional (procedure), technological (result), and impressional (image), etc. Although most of the scholars agreed that service quality has multi-structures, they don’t have the same opinion about the essence and the content of it. In Taiwan, most of the people who study for the quality of medical service adopt the theory of P.Z.B. However, my report is trying to use Ward et al (2005) to study the chart of medical service quality. This is to test if the medical service quality of a particular clinic meets the expectation, then we can analysis the relationship of overall quality (patients’ satisfaction) and service quality. Thus we can establish the pattern of prediction, and provide the particular clinic with the references to evaluate the medical service quality.
China Steel established a particular clinic in order to respond to “Employee Health Protection Regulation”. The aim of having this clinic is to take care of the employees’ health. The first priority is to provide the basic medical service for them. China Steel has about 8600 employees. The market has about 30 thousand people, including sub-manufacturers and families. Therefore, the clinic is designed to be much bigger than the average ones, and it has 24 staff. This clinic doesn’t have to be responsible for whether it is making money or not. The results of service became the only standard to evaluate the operation. The development of pattern for measuring service quality is necessary for evaluating the results of it. In addition, it can be used to improve the service and promote the welfare of the employees’ physical and mental health.

第一章 緒論--------------------------1
第一節 研究背景與動機---------------1
第二節 研究目的-------------------- 6
第三節 研究流程---------------------7
第四節 論文架構---------------------9
第二章 文獻探討---------------------11
第一節 服務品質的定義與特性--------11
第二節 健康醫療服務品質------------20
第三節 服務品質與病患滿意----------27
第四節 服務品質的構面--------------31
第三章 研究方法---------------------35
第一節 研究架構--------------------35
第二節 量表設計--------------------36
第三節 量表測試--------------------40
第四節 問卷調查--------------------47
第五節 資料建立--------------------49
第六節 統計分析--------------------50

第四章 資料分析與討論---------------52
第一節 敘述統計--------------------52
第二節 量表信度與因素分析----------53
第三節 相關性分析------------------56
第四節 迴歸分析--------------------58
第五節 個人特性差異分析------------73
第六節 控制變數差異分析------------79
第五章 結論與建議-------------------85
第一節 研究結論--------------------85
第二節 研究限制--------------------88
第三節 後續研究建議----------------89
附錄 本研究問卷---------------------90
參考文獻----------------------------93

中文部分
（1） 林淑範（2004）「醫院總額支付制度實施前後客觀醫療服務品質與病患醫療服務品質滿意度之比較研究」，國立陽明大學衛生福利研究所碩士論文。
（2） 李宜蓉（2003）「台中地區醫院門診病患對醫療服務品質及全民健康保險實施滿意度滿意度之研究」，國立中興大學企業管理學系碩士論文。
（3） 林明遠（2003）「入口網站服務品質與顧客滿意之研究」，國立中山大學企業管理學系碩士論文。
（4） 陳秀珠（2002）「醫療服務品質與病患滿意度非線性關係的探討與應用」，國立臺灣大學商學研究所博士論文。
（5） 盧安琪（2002）「國立成功大學醫學中心門診醫療服務品質之時正研究」，國立成功大學企業館里研究所碩士論文。
（6） 林雨菁（2000）「總額支付制度中醫醫院門診醫療服務品質指標之研究」，中國醫藥學院醫務管理研究所碩士論文。
（7） 邱皓政（2004）「量化研究與統計分析」，台北，五南書局。
（8） 林佳瑩、徐富珍（2004）校定「研究方法-基礎理論與方法」，台北，雙葉書廊。
英文部分
（1） Keith F.Ward. and Erik Rolland. and Raymond A Patterson.（2005）” Improving Outpatiient Health Care Quality :Understanding the Quality Dimensions”,Health Care Manage Rev.2005,30（4）.361-371.
（2） Fatma Pakdil. And Timothy N. Harwood.（2005），”Patient Satisfaction in Preoperative Assessment Clinic：An Analysis Using SERVQUAL Dimensions”，Total Quality Management,Vol.16,No.1,15-30,January 2005.
（3） William E Kilboume.,and Jo Ann Duffy.,and Michael Duffy.,and Geoge Giarchi.（2004），” The applicability of SERVQUAL in cross-national measurements of health-care quality”，The Journal of Services Marketing，Santa Barbara：2004.卷期18,lss.6/7；pg.524.
（4） Debra F Cannon.,“Expanding Paradigms in Providding Interal Service”,Managing Service Quality.Bedford:2002.卷期12, lss.2;pg.87,13 pgs.
（5） Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modeling in practice: a review and recommended two-step approach", Psychological Bulletin, Vol. 103, pp. 411-23.
（6） Arbuckle, J.L. and Wothke, W. (1995), AMOS 4.0 User's Guide. SmallWaters Corporation, Chicago, IL.
（7） Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), "SERVQUAL revisited: critical review of service quality", Journal of Services Marketing, Vol. 10 No. 6, pp. 62-72.
（8） Babakus, E. and Mangold, W.G. (1992), "Adapting the SERVQUAL scale to hospital services: an empirical investigation", Health Services Research, Vol. 26 No. 6, pp. 676-86.
（9） Bigne, E., Molinar, M.A. and Sanchez, J. (2003), "Perceived quality and satisfaction in multiservice organizations: the case of Spanish public services", Journal of Services Marketing, Vol. 17 No. 4, pp. 420-42.
（10） Vandamme,R.and Leunis,j.,” Development of a multiple-item scale for measuring hospital”，International Journal of Service Industry Management，Bradford：1993，卷期4，Lss.3,pg.30,pgs20.
（11） Kotler, P. and Clarke, R.N., ‘Marketing for Health Care Organisations’, Prentice-Hall, Englewood Clis, NJ, 1987.
（12） Parasuraman, A., Zeithaml, V.A. and Berry, L.L, "SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, Vol. 64, Spring 1988, pp. 12-40.
（13） Gronroos, C.,” Strategic Management and Marketing in the Service Sector”, Marketing Science Institute, Report No. 83-104, 1983.
（14） Penchansky, R. and Thomas, J.W., "The Concept of Access: A Definition and Relationship to Consumer Satisfaction", Medical Care, Vol. 19 No. 2, 1981, pp. 127-40.
（15） Levitt, T., "Production Line Approach to Service", Harvard Business Review, Vol. 50, September-October 1972, pp. 41-52.
（16） Taylor,Steven A. Cronin,J Joseph Jr.”Modeling patient satisfaction and service quality”,Journal of Health Care Marketing. Boone：Spring 1994.卷期14,Lss.1 ;pg.34, 11 pgs
（17） Heskett, James L., W. Earl Sasser Jr., and Christopher W.L. Hart (1990), Service Breakthroughs: Changing the Rules of the Game. New York: The Free Press.
（18） John, Joby (1991), "Improving Quality Through Patient-Provider Information," Journal of Health Care Marketing, 11 (4), 51-60.
（19） John, Joby (1992), "Patient Satisfaction: The Impact of Past Experience," Journal of Health Care Marketing, 12 (3), 56-64.
（20） Lytle, Richard S. and Michael F. Mokwa (1992), "Evaluating Health Care Quality: The Moderating Role of Outcomes," Journal of Health Care Marketing, 12 (1), 4-14.
（21） Nunnally, Jum C. (1987), Psychometric Theory. New York: McGraw-Hill.
（22） Oliver, Richard (1980), "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," Journal of Marketing Research, 17 (November), 460-9.
（23） Oliver, Richard (1993), "A Conceptual Model of Service Quality and Service Satisfaction: Compatible Coals, Different Concepts," in Advances in Service Marketing and Management: Research and Practice, Vol. 2, Teresa A. Swartz, David E. Bowen, and Stephen W. Brown, eds. Greenwich, CT: JAI Press.
（24） GI-Du Kang.,and Jeffrey James.（2004）” Service quality dimensions: an examination of Gronroos's service quality model”Managing Service Quality.Bedford：2004.卷期14. lss. 4; pg. 266
（25） Anderson, J. and Gerbing, D. (1988), "Structural equation modeling in practice: a review and recommended two step approach", Psychological Bulletin, Vol. 103, pp. 411-23.
（26） Asubonteng, P., McCleary, KJ. and Swan, J.E. (1996), "SERVQUAL revisited: a critical review of service quality", Journal of Services Marketing, Vol. 10 No. 6, pp. 62-81.
（27） Babakus, E. and Boiler, G.W. (1992), "An empirical assessment of the SERVQUAL scale", Journal of Business Research, Vol. 24, pp. 253-68.
（28） Bagozzi, R.P. and Heatherton, IF. (1994), "A general approach to representing multifaceted personality construct: application to state self-esteem", Structural Equation Modeling, Vol. 1 No. 1, pp. 35-67.
（29） Baker, J.A. and Lamb, C.W. Jr (1993), "Measuring architectural design service quality", Journal of Professional Services Marketing, Vol. 10 No. 1, pp. 89-106.
（30） Bitner, M.J. (1992), "Servicescapes: the impact of physical surroundings on customers and employees", Journal of Marketing, Vol. 56, pp. 57-71.
（31） Brady, M.K. and Cronin, JJ. Jr (2001), "Some new thoughts on conceptualizing perceived service quality: a hierarchical approach", Journal of Marketing, Vol. 65, pp. 34-49.
（32） Babakus, Emin and Gregory W. Boller (1992). "An Empirical Assessment of the SERVQUAL Scale," Journal of Business Research, 24, 253-68.
（33） Bolton, Ruth N. and James H. Drew (1991), "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, 17 (4), 375-84.
（34） Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions," Journal of Marketing Research, 30 (February 1993), 7-27.
（35） Brown, Tom J., Gilbert A. Churchill, Jr., and J. Paul Peter (1992), "Improving the Measurement of Service Quality," A.C. Nielsen working paper # 91-4, University of Wisconsin--Madison, Madison, WI.
（36） Carman, James M. (1990), "Consumer Perceptions of Service Quality: an Assessment of the SERVQUAL Dimension," Journal of Retailing, 66 (1), 33-55.