To supply the health care service has to possess plenty of professional medical knowledge. However, consumers cannot learn sufficient information from the health care market. As a result of unequal position in obtaining information, it is easy to create intenseness between doctors and patients. Patients need to know more about anesthesia and illness to relieve their anxiety. Based on the patient-centered idea to enhance medical service quality, this research expects to discuss the influence of the involvement of the education about preoperative anesthesia on hospitals¡¦ service quality through establishing appropriate anesthesia teaching videotapes. Then, the research tries to connect patients¡¦ satisfaction and their intend to return with the quality of hospitals¡¦ service. The research method is experimental, and the objects of this research are surgical inpatients from one medical center including 219 people in the test group who accepted introduction to preoperative anesthesia and 125 people in the comparative group who were taken care as usual. Some tools such as demography characteristic recording list, disease characteristic recording list, modified PZB (SERVQUAL) scale, satisfaction questionnaire from THIS¡]Taiwan Healthcare Indicator Series¡^and SPSS10.0 software were used to develop descriptive statistic analysis, item analysis, factor analysis, and one-way ANVOA and regression analysis. The results of this research appear as followed: 1. The recognition of hospitals¡¦ service quality has a positive influence on patients¡¦ satisfaction. 2. Patients¡¦ satisfaction has a positive influence on their intend to return. 3. The recognition of hospitals¡¦ service quality has a positive influence on patients¡¦ intend to return. 4. Patients¡¦ satisfaction produces an intermediary effect on the relationship between the recognition of hospitals¡¦ service quality and patients¡¦ intend to return. 5. The education about preoperative anesthesia produces no interference with the relationship between the recognition of hospitals¡¦ service quality and patients¡¦ satisfaction. 6. The education about preoperative anesthesia produces partial interference with the relationship between patients¡¦ satisfaction and their intend to return.

In recent years, the service industries such as restaurants, hotels & finance have treated consumers and satisfying their needs as their first priority. This kind of service concept is also greatly valued and practiced by the medical industry. While the national health insurance system reduces the financial strain and increases more medicare choices for people, the environment of operating a hospital has become more challenged and competitive. The increase of income and the high service quality provided by Starbucks and Wang Steak both have significantly impact on people's expectation for receiving higher service quality. By recognizing the demand of public, hospital management can then provide service quality that's within or even beyond expectation. This research will exam the importance and satisfaction of hospital service quality to people, as well as compare people's loyalty level toward hospitals and doctors. This research takes Kaohsiung residents as example and the total number of effective example is 351. The questionnaire is created based on SERVQUAL and the patient's satisfaction questionnaire of THIS. The result is analyzed by statistic software SPSS 17.0 and Importance Performance Analysis. The research result: 1. The importance level of hospital service quality measures from high to low is professional abilities of doctors and nurses, medical equipments in hospitals, communication and interaction with doctors and nurses, facilities and convenient access to hospitals, attitude of medical staffs, waiting time. 2. Professional abilities of doctors and nurses, medical equipments in hospitals belong in the keep up the good work category. Attitude of medical staffs and waiting time belong in the lower priority category. Communication and interaction with doctors and nurses, facilities and convenient access to hospitals belong in the possible overkill category. No item for concentrate here category. 3. Interviewees show more loyalty toward doctors rather than hospitals and their attitude is consistent with their behavior.