Abasract With the progression of time and the transformation of our society, the rights of mentally disabled patients are strongly advocated. The level of quality of services provided by medical institutions often reflects whether the rights of patients are respected. In addition, the degree of satisfaction of patients regarding the medical institution is often a strong indication of the quality of services of such an institution. The purpose of this research is to explore the perspectives from patients and medical personnel regarding the quality and the level of satisfaction of medical services, in order to understand which medical service quality factors could apply to the mental health institution and factors that are regarded as the reference of mental health institution . This research is based on SERVQUAL formal quantity form which is included in five medical service quality components offered by three scholars of Parasuraman, Zeithaml and Berry. According to the characteristic of medical industry to adjust, it fits in with the service characteristic of the hospital to concentrate on the patient. Using description method to collect data from a questionnaire , this study targeted 62 patients and 77 medical personnel of Psychiatric Hospitals . The results are as follows. (1)The mental patients are mostly distributed with in the 31-50 year age group , are unmarried and are high school education . Before being diagnosed as schizophrenic the patients were mostly unemployed. Medical personnel with long-term work eaperence and these of short-term are equal in number . The education level is mostly vocational school and university, the majority with professional titles are nursing staff and service period is from one year to five years. (2)Analyzing six factors from the form of the medical service quality, named as its attribution: assurance , empathy , tangibles , reliability , responsiveness and utilization of public space. (3)In 35 items of medical service quality, the first three items of greater satisfaction indicators for patient are: confortable living environment , nurses have sufficient nursing technology and knowledge. The first three items of greater satisfaction indicators for medical personnel are: the hospital can maintain the patient¡¦s confidentiality , medical personnel will help patients to solve problems, and medical personnel ensure safety and relabilityin contact with patients. In order to improve the patient's medical treatment quality satisfaction, there are three suggestions as follows. (1)To increase the extension and depth of pharmacist's medicine consultation. (2) Besides medical professional personnel, the hospital should also add service attitudes and evaluations of administrative personnel in other medical industries. (3) Medical professional personnel should consider patient's rights priority and offer patients the individual care and the model of treatment.

As the economic developing, the demanding for various kind of medical and health caring is rising for the people in Taiwan and it lead to a more competitive medical market. The average life for people in Taiwan is getting higher, nevertheless, the population that suffering from chronic diseases is growing. However, people are expecting a considerate medical service. Therefore, how to increase the service efficiency and quality, and maintain the patient¡¦s right and further rising the satisfaction are becoming important issues for the medical institutes and the government. After the National Health Service was carried out in March, 1995, an enormous and constructive change has revealed. As the government finance has getting worse, the Bureau of National Health Insurance conducted the budget control policy in July, 2002. This policy caused the profit of medical institutes was reducing and the cost was getting higher. Besides, more and more new competitors joined this medical market, and plus, people asked for a better medical service and quality, medical institute is no longer profitable. In order to improve the circumstance, the medical institutes devoted in promoting the service quality and patient¡¦s satisfaction to maintain the fully support from the patients. This research is probe to one major medical center in South of Taiwan and to invest its medical service quality and the return willing of the patient. We released 400 questionnaires and 367 returned validly, the recycling rate is 91%. We adopted SPSS for windows 17.0 as the main tool to analyze the data and get the following conclusion: the medication environment and expectation, the process and the accuracy of diagnose, the waiting and diagnose hour, the attitude of nursing staff, the diagnose service and the return willing are all obvious. Meanwhile, the hardware and software of the medical institute, the service attitude of the nursing staff is greatly affecting the return willing of the patient. Therefore, the management of medical institute should think highly of the above sectors as main strategy to increase the return willing of the patient. And we will have better medical service.

The range of definitions involving ¡§service¡¨ is wide. For example, plumbers or lawyers offer technique or profession; consultants or teachers offer knowledge or information; meeting room or car rental agencies as well as people in movie industries offer facilities or space. Of course, a particular place like a hospital provides more than one service, including profession, skills, knowledge, space, etc. In Taiwan, the employment rate in service industry reached 50.2% in 2000. It was the first time the percentage exceeded the one in labor industry, and it is increasing gradually every year. The development of service industry is predicted to influence the economy in the future. The most important factor in service industry is the quality of service. Some even connect service quality with customer satisfaction as well as employees¡¦ rewards. Medical care is a kind of service, too. However, the complication and variation make it hard to measure the quality, especially when it is related to the quality of technique (result). The researchers have a lot of issues about the structures of service quality. In the earlier documents, people agreed with using SERVQUAL to measure the quality. However, European scholars have considered other aspects of service quality. They pointed out that there should be three aspects of service quality for customer satisfaction, including functional (procedure), technological (result), and impressional (image), etc. Although most of the scholars agreed that service quality has multi-structures, they don¡¦t have the same opinion about the essence and the content of it. In Taiwan, most of the people who study for the quality of medical service adopt the theory of P.Z.B. However, my report is trying to use Ward et al (2005) to study the chart of medical service quality. This is to test if the medical service quality of a particular clinic meets the expectation, then we can analysis the relationship of overall quality (patients¡¦ satisfaction) and service quality. Thus we can establish the pattern of prediction, and provide the particular clinic with the references to evaluate the medical service quality. China Steel established a particular clinic in order to respond to ¡§Employee Health Protection Regulation¡¨. The aim of having this clinic is to take care of the employees¡¦ health. The first priority is to provide the basic medical service for them. China Steel has about 8600 employees. The market has about 30 thousand people, including sub-manufacturers and families. Therefore, the clinic is designed to be much bigger than the average ones, and it has 24 staff. This clinic doesn¡¦t have to be responsible for whether it is making money or not. The results of service became the only standard to evaluate the operation. The development of pattern for measuring service quality is necessary for evaluating the results of it. In addition, it can be used to improve the service and promote the welfare of the employees¡¦ physical and mental health.

To increase medical service quality for medical ecology is necessary nowadays, it provides not only customers satisfaction and ensure patent s¡¦ willing for next visit, but also have the requirements of the hospital accreditation. Furthermore, medical service quality has become the main purchasing direction for hospital administrators. This survey is based on ¡§5Q model for different dimensions¡¨ by Zineldin (2006), including quality of object, quality of processes, quality of infrastructure, quality of interaction, quality of atmosphere. However, it evaluates which medical service quality that may affect patient¡¦s satisfaction and loyalty for having examination check in radiological department. The result of this research can be used by the hospital to provide the medial service quality, hospital competitiveness, sustainable development, and to supply more effective strategies in future direction. This survey investigated the patients for the examination of medical imaging from the biggest military hospital in southern, which was assessed as a regional Teaching Hospital by department of Health, the executive Yuan. A total of 600 questionnaires were sent out to patients, with 586 valid samples, and with 14 uncompleted invalid samples. The effective response rate is about 97.9%. In this study, the quality of medical service is based on five dimensions analysis, respectively patient satisfaction and patient loyalty. In addition, the patient satisfaction provided analysis and discussion for patient loyalty. The research was the participants with medical treatment from military hospital and was carried the analysis in order to further understand the significant difference in the causes for medical treatment, medical service quality, patient satisfaction and royalty. The research is summarized as follows: 1.The medical service quality ¡§quality of object, quality of processes, quality of infrastructure, quality of interaction, quality of atmosphere. ¡§ were all positive and significant influence on patient satisfaction, particularly quality of atmosphere and quality of interaction. 2. The quality of object, quality of interaction, quality of atmosphere had also strong and positive impact on the loyalty of the patients, but the quality of process, and the quality of infrastructure hadn¡¦t affect the patients¡¦ loyalty remarkably. 3. In addition, patient satisfaction appeared a relevant and significant impact on patient loyalty. 4. For treatment reasons, people who were military and military dependents were significant higher than the patients who live closely to hospital for quality of object, quality of infrastructure, quality of interaction, quality of atmosphere and patient satisfaction.