本文旨在瞭解大型診斷醫療設備(Diagnostic Medical Systems)售後服務品質或品質決定因素(Determinants of Service Quality)對顧客滿意度的影響關係。首先根據文獻建立研究的觀念性架構，並依文獻中各學者對品質，服務，服務品質，滿意度之論述與各種論點以瞭解其間關係。另以PZB三位學者所提出的服務品質模式之論述,以個案企業對其顧客所提之服務的各項服務品質因素研究是否與顧客所期望服務有所差距(Gap)或缺口。本研究以國內某一全球性醫療設備供應大廠(下稱業者)在台灣所設立分公司之售後服務部門約50位員工及約200位設備用戶為對象進行問卷調。

研究中分別透過問卷調查個案企業內部員工對顧客期望服務及實際認知程度與調查個案業者所往來客戶的期望服務及實際所感受的認知服務,再以所建立之觀念性研究架構為基礎，對問卷進行敘述性統計以瞭解各項變數分佈狀況，並在PZB品質模式下運用t檢定確認服務品質與顧客期望服務之缺口是否顯著。並以複迴歸檢定認知服務與期望服務缺口對顧客滿意度的影響。而結果顯示，此缺口對顧滿意度有顯著且正向影響，客戶與業者分別在期望服務與認知服務有顯著差異。本研究亦使用層級結構篩選出關鍵成功因素，以利業者聚焦在重要的服務品質因素的發展。

最後, 整合研究結果對個案企業提出建議，做為進一步改善其營運措施，流程，規格制度等以利更瞭解顧客期望服務而提供更確切的服務，縮小PZB品質模式中的缺口五而全面提昇組織對顧客服務品質達到更理想的顧客滿意度。

The purpose of this study is to identify the influrnce of service quality on customer satisfaction for the customer service of diagnostic medical systems. This study firstly built the conceptual structure of study based on relevant reference, journals and studies in the field of quality, service , the quality of service and customer satisfaction etc..Furthemore, this study adopted the research of service quality developed by Parasuraman，Zeithaml & Berry(1985) and their successive studies which argued that the defference, or gap between service quality and customer expectation in service will impact on customer relationship. Therfore,this study was to examine the argument mentioned above with a large global medical systems company and its 50 employee and 200 customers.

In the study , questionnaire was designed for two versions ; one for employee of the company and the other one was for customer to probe respectively the level of expected service and perceived service perceived by employee and customer, and then the study employed descriptive statistics to build up the distribution of variables ,t-test to test the significance of the gap between expected service and perceived service, and the analysis of regression to identify the influence of gap on customer satisfaction. The results of the study have proven that the gap between expected service and perceived service on both customer and service provider’s perspective was significan, and the gap between expected service and perceived service is a factor that affects the customer satisfaction. Furthemore, in the study, the AHP was utilized for screening critical determinants of service quality which affect customer satisfaction more than others in the study .

The conclusion of the study will provide the company with suggestions to improve service operation, process and specification of service quality; by doing so, the gaps between customer expectation in service and perceived service could be improved ,and reach better performance of customer satisfaction.

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