Designing an efficient system is very crucial in hospital’s process management because hospital is a complicated and professional environment where the daily number of medical cases needed to be handled is very high. The implementation of a patient-centered service design and process management can reduce process variations/errors and thus enhance the quality of care and the patient satisfaction. The purpose of this research is to explore whether hospitals’ focus on service design and process management is associated with better clinical quality and positive experiential quality.
Following Grönroos’s perspectives on service quality which consists of technical and functional dimensions, the Parasuraman’s SERVQUAL model was adopted and modified to measure the service quality in healthcare delivering process. By conducting the questionnaire survey in four Taiwan hospitals, we found that there is a strong relationship between service quality and patient satisfaction.
By identifying critical elements in hospital management, this research findings may serve as a valuable reference for achieving better patient satisfaction through implementing an efficient process management. Hopefully, the process management in hospitals can be streamlined based on patients’ needs.

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