摘要
本研究藉由問卷調查方式，來探討不同
特性的腫瘤病患對腫瘤病房之服務品質的
事前期望及實際感受滿意度是否有顯著差
異，依據 Parasuraman, Zeithaml 與Berry 於
1988 年所提出服務品質觀念性模式（PZB
Gap Model）中之有形性、可靠性、回應性、
確實性及關懷性等五個品質層面，並以
「SERVQUAL」量表為其研究與分析服務品
質之基礎，以台南某區域教學醫院腫瘤病房
病患為對象，進行結構式問卷資料收集，藉
由SPSS 套裝軟體進行單因子變異數分析
（One-way ANOVA）、信效度分析、因素分
析（Factor analysis）等統計分法來驗證本論
文之假設，研究結果顯示：
1. 病患事前期望與實際認知的服務品質
兩者間有顯著的差異。
2. 病患的性別、婚姻狀況、年齡、信仰、
教育程度、職業、平均月收入、是否住
過腫瘤專科病房、這次住院是第幾次住
在專科病房對服務的期望重視度與認
知滿意度部份有顯著差異。
關鍵字：腫瘤住院病患、服務品質、
SERVQUAL 量表
ABSTRACT
This study is aimed to investigate
whether the a priori expectation and the actual
satisfaction on the quality of service offered by
an ontology unit would vary significantly
depending on the demographic characteristics
of the ontology patients. This study adopted
the service quality conceptual model (PZB
Gap Model) proposed by Parasuraman,
Zeithaml and Berry (1998) postulating five
facets of service quality, including tangibility,
reliability, responsiveness, assurance and
empathy, and utilized a “SERVQUAL” scale
for studying and analyzing the service quality.
Patients from the ontology ward of a regional
teaching hospital in Tainan participated in this
study. A structural questionnaire was employed
for data collection and SPSS statistics software
applied for statistical analysis, including
One-way ANOVA, reliability and validity tests,
factor analysis, etc. for verifying the study
hypotheses.
The study results are presented below:
1) For service quality, patients’ a priori
expectation varies significantly from what they
actually perceive.
2) Patients’ service expectation and
emphases as well as perceived satisfaction
differ significantly depending on their gender,
marital status, age, religious faith, education
level, vocation, average income, if they have
stayed in an ontology unit before, and which
time it is that they stay in a medical unit.
Keywords: Ontology inpatients; Service quality; SERVQUAL scale
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