隨著高老齡化社會來臨，加上台灣醫療高品質與便利性，不少糖尿病、心臟病人口因長期罹病，也增加腎病罹患人數；此外，台灣透析醫療品質佳，也使末期腎臟病盛行率高於他國。上述總總因素，都使是台灣洗腎人口眾多的原因。醫院如何改善服務品質，以提升病患滿意度，一直是被重視的問題，本研究以 Parasuraman, Zeithaml and Berry(1985)等三位學者所提出之「服務品質模式」與 SERVQUAL 量表為基礎，以透析室的病患進行問卷，總計發80份，回收80 份，有效問卷73份，透過問卷調查病患特質、就醫背景等因素，以敘述性統計、單因子變數分析、信度分析為結果分析，以有形性、可靠性、反應性、保證性、同理心五大構面及顧客滿意度探討。護理人員提供有形的產品和無形的服務，來滿足病患需求以提高服務品質，護理人員與病患的接觸非常頻繁，所以在醫療服務過程中，有可能因護理人員與病患在服務品質的期望認知與實際服務，因重視度與滿意度的不同，產生了服務品質的缺口，而造成病患對醫療服務品質的不滿意。經由服務品質探討，期望本研究結果在改善及提升服務品質上有所助益。

With the advent of a highly aging society, coupled with the high quality and convenience of medical treatment in Taiwan, the long-term complications of a small number of people with diabetes and high blood pressure have also increased the prevalence of patients with kidney disease; The prevalence of disease is higher than in other countries. The above-mentioned total factors all contribute to the large population of Taiwan's kidney dialysis. How hospitals can improve the quality of services to improve patient acceptance has always been a recognized problem. This study is based on the "Service Quality Model" and SERVQUAL scale proposed by three scholars such as Parasuraman, Zethehaml and Berry (1985) , Discuss with the five aspects of tangibility, reliability, reactivity, guarantee, empathy and customer satisfaction. Nursing staff provide tangible products and intangible services to meet the needs of patients to improve service quality. Nursing staff have many contacts with patients, so in the process of medical services, there may be Expectation cognition and actual service, due to the difference of cognition and satisfaction, have created a gap in service quality, which has caused patients' unwillingness to the quality of medical services. Through the discussion of service quality, we hope that the results of this study will be helpful in improving and enhancing service quality.

摘要.......................................................................i
Abstract.................................................................iii
誌謝......................................................................iv
目錄.......................................................................v
表目錄....................................................................vii
圖目錄.....................................................................ix
第一章緒論..................................................................1
1.1研究背景.................................................................1
1.2研究動機.................................................................1
1.3研究目的.................................................................2
1.4研究流程.................................................................3
第二章文獻探討..............................................................3
2.1血液透析室簡介...........................................................4
2.2血液透析醫療品質.........................................................4
2.3醫療服務品質.............................................................6
2.3.1醫病關係品質...........................................................8
2.4服務品質模式.............................................................9
2.5病患滿意度..............................................................13
2.5.1顧客滿意度............................................................14
2.5.2顧客忠誠度............................................................15
2.6醫院服務品質與病患滿意度..................................................16
第三章研究方法.............................................................18
3.1研究架構...............................................................18
3.2研究假設...............................................................18
3.3研究對象...............................................................19
3.4問卷設計................................................................19
3.5資料分析方法............................................................21
3.5.1敘述性統計分析........................................................21
3.5.2變異數分析............................................................21
3.5.3問卷信度分析..........................................................21
3.5.4效度分析(validity analysis)...........................................21
第四章研究結果.............................................................23
4.1問卷發放方式及結果.......................................................23
4.2樣本敘述統計............................................................23
4.3研究信度統計分析........................................................31
4.4單因子變數分析..........................................................33
第五章結論.................................................................42
5.1研究結論................................................................42
5.2研究限制................................................................42
5.3未來建議與方向..........................................................43
參考文獻...................................................................44
附件1.....................................................................45
EXTENDED ABSTRACT.........................................................50

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