背景和目的：利用病人滿意度評估醫療服務品質的良窳已相當普遍，本研究旨在調查台北市某醫學中心小兒科門診病人或家屬之滿意度。方法：於台北市某醫學中心小兒科門診，以隨機取樣的方式，選擇100 位病人或家屬進行問卷調查。利用t-test、ANOVA、皮爾森相關係數及複迴歸，分析「整體滿意度」的影響因素。結果：問卷Cronbach's 值為0.94，受訪者的「性別」、「教育程度」及「婚姻狀況」在「整體滿意度」有顯著差異(p < 0.05)，「整體滿意度」與其六個構面皆有顯著正相關，其中與「服務品質」的相關度最高(r = 0.96，p < 0.05)，複迴歸分析結果發現，就診頻率、教育程度為影響滿意度的重要因素。結論：病人滿意度為醫療服務品質的監測指標，可協助醫院管理者找出提升醫療服務品質的具體方向，亦可作為持續品質改善的依據。

Background and Purpose: Patient satisfaction surveys are a common tool to evaluate medical service quality. In this study we investigated patient satisfaction in the pediatrics department of a medical center located in northern Taiwan. Methods: In total, 100 patients were chosen by a random sampling method, and a questionnaire was used to survey patient satisfaction. We used t-test, analysis of variance, Pearson correlations, and multivariate regressions to analyze factors influencing satisfaction. Results: The Cronbach's of the satisfaction survey was 0.94. Patient gender, educational level, and marital status significantly affected their satisfaction levels (p < 0.05). Satisfaction and its dimensions had positive correlations; the highest correlation was with service quality (r = 0.96, p < 0.05). The multivariate regression model revealed that patient educational level and the frequency of office visits were significant satisfaction predictors. Conclusions: As an index of medical service quality, patient satisfaction surveys provide information to direct future quality improvements for a hospital.