業務委外可謂是1980年代以來公共管理主要策略之一，目的除尋求市場效率、擴大民間參與之外，更假定可以提升公共服務品質。為探討前述假定的真實性，本研究以M公立醫院停車場委外經營為例，運用Parasuraman, Zeithaml, Berry於1985年提出的「服務品質概念模型」（簡稱為PZB模式），1988年提出的「服務品質量表」（SERVQUAL）為研究架構。就案例之內外部顧客進行服務品質調查，探討影響停車場委外服務品質的因素。研究發現「期待差異、停車經驗」對服務品質判斷帶來不同程度的影響，本研究依據研究案例的服務缺口提出改善策略。 “Outsourcing” can be described as one of the main strategies of public management since the 1980s. Its purpose is to introduce the advantages of market economy, open participation for better service quality. In order to explore the authenticity of the above statements, this study takes the outsourced parking service of M public hospital as an example. The PZB model of 1985 and the SERVQUAL model of 1988 proposed by Parasuraman, Zeitham, and Berry are applied as the research framework. The service quality surveys are conducted on external and internal customers to explore factors affecting the service quality of outsourced parking lot. The study found that ＂expectation gap, parking experience＂ have brought different impact level on service quality judgment. This study had proposed improvement strategies based on the identified service gap of the research case.
