服務品質在醫院管理上扮演重要的角色，因為它會影響病患對就診醫院的選擇，醫院管理者需關心病人對服務品質的訴求及醫師對病人服務需求了解的程度。本研究探討病患要求的服務因子並與醫師認為病患重視的服務因子相比較，分別以病患及醫師的觀點，用重要事件分析法來導引出服務品質重要的構面。
資料收集96-100年病患對醫師的抱怨及讚美事件共557個，並對41位醫師進行訪談，收集了132個重要事件，包括54個抱怨事件及78個讚美事件。結果由病患及醫師的資料皆導出八個服務品質構面: 專業、效率、親切、尊重、耐心、責任、價值及倫理，但二者在（不）滿意因子的重要性排序及定義上仍有差距。這些結果可作為醫院管理者訂定服務品質策略的參考，讓醫師更了解病患的需求。

Service quality is important to monitor and manage in hospitals since it influences patients’ choice about their provider. While patients’ perceptions of service quality are important we lack understanding about the dimensions relevant to contexts outside the Western world, such as the Chinese. While managers need to be concerned with what patients think about service quality, they also need to consider how well physicians understand these dimensions.
In this study we set out to identify the service quality dimensions relevant to patients in a Chinese context. We then compare these dimensions with what physicians’ believe is critical to the patients’ service experience. This study is important in revealing the dimensions Chinese patients construct around the service experience. It also reveals novel insights about the way physicians’ interpret the patients’ experience.
The critical incident technique (CIT) was used to explore the dimensions of professional service quality from physicians’ and patients’ perspectives. Data were collected as 557 complaint and compliment incidents reported by patients regarding physicians’ service quality from 2007-2011 at a community hospital in Taiwan. Forty-one physicians were interviewed to collect 132 critical incidents as 54 complaints 78 compliments and draw forth the major dimensions which physicians considered as critical for patients.
We find a total of eight service quality dimensions as professional, efficiency, chin-chieh, respect, patience, responsibility, value and ethics. Both patients and physicians report a similar understanding of the dimensions that are relevant to service quality. Discrepancies exist, however, in the ranking, subcategories and definition of the (dis)satisfactory dimensions between patients and physicians.
These findings offer new contributions to the theoretical literature on service quality. The dimensions reported here have not, as yet, been reported in the literature on patient service quality. The findings also can be used by managers to provide empirical insights about service quality performance in a way that helps hospitals adopt improvement strategies to have the physician understand the patient-oriented demand and avoid negative situations which may make patients dissatisfied.

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