| Summary: | 碩士 === 嘉南藥理科技大學 === 醫療資訊管理研究所 === 98 === Along with the rising of consumerism, the focus on service quality has proliferated to the medical service industry. Because of the pressure from government policies and strong competition in the medical care industry how to improve the quality of medical services in order to match the patients’ the needs and to improve satisfaction of the patients have become major research issues, how to establish interactivity with the patients, and how to ensure sustainable development of the hospitals into subjects of focus in academic society. This research aims to explore the differences in the patients’ satisfaction towards different-scaled hospitals. The American Customer Satisfaction Index (ACSI) and six potential variables including perceived service quality, perceived expectation for service quality, perceived value, patient satisfaction, handling of complaints, and patient loyalty from Zhong Yi-Fang’s research published in 2007. Research subjects were sampled from patients of a public medical center and a private regional hospital in Southern Taiwan.We adapt the method of structural equation model (SEM) to analyze these data. The results of this research indicate that patients in public medical center did not significant level of perceived value towards the factor of patient satisfaction. The medical center should pay more efforts to improve the service quality in order to increase the satisfaction of patients. Further studies should include more different-scaled and regional hospitals in order to make more sustainable suggestions by signifying the differences.
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