本研究係以一所私立區域醫院住院病人為研究對象，進行問卷調查研究活動。經由文獻分析與問卷調查過程，研究者期能達成下列研究目的：探討不同背景住院病患對醫院服務品質重視與滿意程度狀況；分析住院病患對醫院服務品質重要度與滿意度差異情形；運用重要—表現程度分析醫院服務品質狀況，以提供醫院經營管理策略之建議。本研究所使用之實證調查工具，係修改自Parasuaman 等人所發展出來的服務品質問卷；利用修改後之22 題項問卷調查工具，蒐集住院病患對該醫院服務品質之意見。本研究共回收375 份問卷，剔除無效問卷8 份後得到有效問卷367 份。資料處理除利用基本描述統計外，亦採用獨立樣本t 檢定、單因子變異數分析、配對樣本t 檢定及重要—表現程度分析等統計方法，以完成部分研究目的。經過文獻探討及實證調查發現服務品質22 個變項中，各有7個變項落在「繼續保持區」與「優先改善區」，另外有6 個項變項落在「次要改善區」，有2個變項落在第四象限「過度重視區」。未來，醫院經營及改善方向可參酙上述研究成果，排定優先順序改變以提升顧客滿意度。

The purpose of this research is to explore the concept of service quality matrix in the private hospital industry. According to the research motivation, it has been worked out three following points and purposes: 1. Probe into the relationship between patients’ background and attitude of service quality in the hospital. 2. Probe into the relationship of service quality between importance and performance level. 3. Probe into the patient’s satisfaction of service quality with importance-performance analysis, and give some suggestions of management strategies in the
future by conclusions. In order to achieving those four purposes, this study is accomplished with the process of literature analysis and questionnaires.In this paper, the questionnaire contained an expectations section consisting of 22 statements and a perceptions section consisting of a matching set of statements. The questionnaire contained a section relating to the patient’s experience and overall impressions about the hospital service.Over a 4-week period, questionnaires were distributed. The survey is conducted with 375 copies issued and with 367 effective copies returned. Finally, the author will use SPSS to analysis the
data. From the information of literature analysis and questionnaire, the conclusions are as following: There are 7 questions that be classified as “keep up the good work”, and 7 questions be classified as “concentrate here”, and 6 questions be classified as “low priority”, and only 2
questions be classified as “possible overkill”. As an example, “hospital staff would be neat in appearance” and “hospital would provide services at the time they promise to do so” are in the low important and performance area. Suggestions to no-profit organizations, hospitals, are to increase interaction with parents, to respect customers, and so on.