本研究藉由問卷調查方式，來探討門診病患對醫院環境、服務過程與服務結果，是否因不同人口學統計變項而有所差異。本研究採便利抽樣，第一階段先以奇美醫院柳營分院進行預試40份問卷。第二階段再以奇美醫院柳營分院及嘉義榮民醫院門診就醫民眾為施測對象來發放問卷，共發放問卷315份，回收奇美醫院柳營分院問卷200份，剔除填答不完整等無效問卷8份，回收有效問卷共192份，有效問卷回收率96%；嘉義榮民醫院雲嘉南地區共發出問卷115份，剔除填答不完整等無效問卷15份，回收有效問卷共100份，有效問卷回收率87%。 藉由SPSS套裝軟體進行單因子變異數分析（One-way ANOVA）、信度分析、集群分析（Cluster analysis）、因素分析（Factor analysis）、多元迴歸分析(Multiple regression)等統計方法來驗證本論文之假設。 首先以描述性統計來分析變項的基本資料特性，再將醫院環境進行集群分析後之結果和醫院環境以單因子變異數進行分析並進行Scheff's事後比較；再運用因素分析將服務過程與結果之子構面重新命名，比較其和各醫院之集群有無顯著性影響。實証結果如下：1.比較兩醫院門診病患對該院醫院環境滿意度。2.比較兩醫院門診病患對該院服務過程滿意度。3.比較兩醫院門診病患對該院服務結果滿意度。4.比較兩醫院門診病患對該院之整體滿意度。5.運用兩醫院門診病患之服務過程及服務結果來預測醫院環境滿意度。 The purpose of the study discussed the result of the outpatient patients by the questionnaire of the service quality and the satisfaction level with visiting the medical advice. Whether there were the distinct demographic variables difference in above. The study used convenient sampling. The first step was done initially by 40 copies of pretest questionnaire in the Chi Mei hospital, Liouying . The second step was successively finished by medical care patients in the Health Department division Chiayi hospital and Chi Mei hospital, Liouying, in questionnaire method, and the total questionnaires were 315 copies; the 200 copies were received from Chi Mei hospital, Liouying. After deletion the incomplete and invalid 8 copies, the effective questionnaires were 192 copies totally and the recycled rate was ninety-six percent. The 115 copies were recycled from the Health Department division Chiayi hospital. After deletion the incomplete and invalid 15 copies, the effective questionnaires were 100 copies totally and the recycled rate was eighty-seven percent. We apply the SPSS software to proceed One-way ANOVA, reliability analysis, cluster analysis, factors analysis, and multiple regression etc. Further verified and managed the hypothesis of the study. Firstly this study used descriptive statistics to analyze the basic variables of patient characters, then developed the result of the cluster analysis with the hospital environment to proceed One-way ANOVA and with Scheff's method to compare. Then this study used factor analysis to rename the service quality and the sub-structure of outcome to compare whether there were significant differences in another hospital clusters. The evidence-based results were as following:1. Compare with the satisfaction to the hospital surrounding of outpatient patiens between the two hospitals 2. Compare with the satisfaction to the medical service quality of outpatient patiens between the two hospitals 3. Compare with the satisfaction to the medical service response of outpatient patiens between the two hospitals 4. Compare with the entire satisfaction to the hospital service of outpatient patiens between the two hospitals 5. Apply with the medical service course and medical service response from the outpatient patients of the two hospitals to predict the satisfaction of hospital surrounding
