目的：瞭解病患對於醫療產業之軟、硬體設施等服務的認知程度，進而探討醫療產業的「醫院服
務品質」與「顧客價值」彼此間之關聯性與對「癌患滿意度」的影響；並期望進一步以「顧客為
導向」的服務目標，提高顧客忠誠度，做為醫療機構永續經營的最高目標。材料與方法：從 2010 年 3 月 1 日至 2010 年 10 月 30 日止，於北部某醫學中心接受過全程放射線治療之癌症複診病人，收案採自擬結構式問卷，滿 20 歲以上者，不分性別、教育程度等，採不記名方式由個案本人或親友協助填寫問卷內容，共收案 550 位；並使用 Pearsoncorrelationanalyses 為統計方法，進行彼此間關聯性的探討。結果：癌患對於醫院提供的周邊軟、硬體設施、行政手續與醫療費用等，大多數人覺得滿意。對於臨床醫事人員的專業知識與技術熟練度等也表示滿意，而個案對於醫院的抱怨處理效率也有 346 位表示滿意；並且有 384 位癌患對於醫療花費與醫療服務覺得是值得的。因此有 535 位（97.3%）個案表示，願意再度回診就醫；且有 539 位（98%）個案表示，願意推薦親友到該醫院就醫。411 位（74.7%）個案表示即使其他醫院降低掛號費，也不會選擇到其它醫院就醫。討論：醫事人員提供的專業性知識與技術熟練度對於癌患的醫療滿意度，具有相關性（p<0.01）；對於醫療服務流程與病人抱怨處理的效率，也有直接關聯性（p<0.01）。當病患對於醫院提供的整體服務滿意度越高，則再度回診就醫之意願愈高，彼此間呈現正關聯性（p<0.003）。而醫院提供的整體服務與推薦親友到該醫院就醫也呈現正關聯性，當病患對於醫院的整體服務滿意度越高，則病患會推薦親友去該醫院就醫，而且結果非常顯著 （p<0.003）；且當癌患對於原醫院的整體服務感到滿意時，即使其他醫院降低掛號費後，也不會使得病患轉移到其他醫院看診，結果具有顯著性（ p<0.01）。

Purpose : The aim of this study is to understand the level of patient’s perception toward both hard and soft facilities of medical industry to further discuss the relationship between the “medical service quality” and the “customer value” and its impact on the “cancer patient’s satisfaction” and the“customer value”, and hopefully to improve the customer loyalty based on the “customer oriented”service to achieve the highest goal of sustained management for medical care institutions.
Material and Method : This study targeted on the patients who have received the complete radiotherapy at a medical center in northern Taiwan from March 1st 2010 to October 30th 2010.hrough structured questionnaire method, the patients aged above 20 regardless of gender and
education degree have filled the questionnaires. A total of 550 questionnaires were collected. Based on Pearson correlation analysis, the correlation statistic was conducted.esults : Most of the cancer patients were satisfied with the soft and hard facilities provided by
hospital; Cancer patients were also satisfied with the medical workers’ rofessional knowledge and technical proficiency. Further, 346 patients were satisfied with the hospital’s efficiency of handling complaints and 384 patients felt it is worth while to pay the medical fees. As a result, 535 (97.3%) of the patients have expressed willingness to go back to the same hospital; 539 patients (98%) have shown willingness to recommend the hospital to their families and friends. 411 patients (74.7%) indicated that they will not choose other hospital even if the registration fee is lower.Discussion : The medical workers’ professional knowledge and technical proficiency are correlated with the cancer patients’ medical service satisfaction (p<0.01) and are also correlated with the medical service procedure and the efficiency of handling patients’ complaints (p<0.01). The higher watients’ medical service satisfaction is associated with higher rate of returning to the hospital. They are positively correlated (p<0.003). The overall service from the hospital is positively correlated with the patients’ willingness for recommendation. The patients will be more willing to recommend their families and friends to the hospital if they receive higher satisfaction with the hospital’s overall medical service. The result is very significant (p<0.003). When the cancer patients are satisfied with the overall service of the hospital they initially consulted, they will not choose other hospital even if the registration fee is lower. The result is very significant (p<0.001).