服務業當遇到需求變動時，產能和需求無法配合便會產生顧客等候的現象。在諸多服務業中，醫院門診病患等候時間的情形是很常見的(管仁澤等學者，2000)，醫院門診病患在等候時，對於等候時間、等候時所獲得的資訊，等候環境、等候情緒與服務滿意之關聯，對醫院的管理是重要的，因此本研究乃以接受門診數較多的北部醫學中心為對象，探討並了解在等候門診之病患與服務滿意之間的關係，主要探討的內容包含：等候資訊及等候環境與其他變項(負面情感、服務滿意、知覺等候時間)間的關聯性；病患之服務滿意是否會受到個人負面情感、知覺等候時間的影響；以及病患在等候時之負面情感是否會受個人知覺等候時間的影響。本研究利用問卷調查法，針對北部醫學中心已有等候門診經驗之病患進行調查，計發放340份問卷，無效問卷68份，回收有效問卷272份，並將問卷以結構方程模式進行分析。研究結果顯示：等候資訊對知覺等候時間有負向的影響、等候環境對負面情感有負向的影響及等候環境對服務滿意有正向的影響，但等候環境對知覺等候時間無顯著的影響；知覺等候時間及負面情感對服務滿意有負向的影響；知覺等候時間對負面情感有正向的影響。

When a service company meets requirement fluctuation and its capacity can't match the requirement, customer waiting occurs. In the service industry, the clinic patient waiting is often happened at the hospital (Kuan et al., 2000). During the clinic patients’ waiting period, the relationship among perceived waiting Time, waiting environment, waiting information, negative ffectivity and service satisfaction is important to the hospital management.Consequently, this research took the clinic patient of medical centers in Northern Taiwan that many clinic patients go to the centers for curing as cases to explore the relationship among waiting information, waiting environment and other variables (negative affectivity, service satisfaction, perceived waiting time), whether the patient's service satisfaction would be under the influence of personal negative affectivity and perceived waiting time, and if the patient's negative affectivity would be under the influence of perceived waiting time. This research surveyed the clinic patient of medical centers in Northern Taiwan who had the waiting experience for the clinic service. 340 questionnaires were collected and among them 272 questionnaires were valid. And then the questionnaires were analyzed by Structural Equation Model. The results showed that waiting information has negative influence on perceived waiting time; Waiting environment has negative influence on negative affectivity and waiting environment has positive influence on service satisfaction, but waiting environment has no significant influence on perceived waiting time. Perceived waiting time and negative affectivity has negative influence on service satisfaction. Perceived waiting time has positive influence on negative affectivity.

中文摘要 i
ABSTRACT ii
目 次 iii
表 次 v
圖 次 vi
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.3 研究流程 3
1.4 研究範圍 4
第二章 文獻探討 5
2.1知覺等候時間 5
2.2等候環境 7
2.3等候資訊 9
2.4負面情感 10
2.5服務滿意 11
2.6各構面之關聯 16
第三章 研究方法 19
3.1研究假設 19
3.2研究架構 19
3.3操作型定義 20
3.4抽樣方法與資料蒐集 21
3.5問卷設計 21
3.6 資料分析方法 26
第四章 研究結果 29
4.1樣本結構分析 29
4.2估計方法選擇 31
4.3測量模型分析 32
4.3.1 驗證性因素分析 32
4.3.2 信度分析 36
4.3.3 收斂效度 37
4.4最終模式之整體模式適配度 38
4.5相關分析 39
4.6理論模型分析 40
4.7研究假設檢定 41
第五章 結論 44
5.1研究結論 44
5.2管理意涵 46
5.3研究限制 48
5.4後續研究建議 49
參考文獻 50
附錄 : 正式調查問卷 56
表 次
表2.5.1病患滿意度之衡量構面 15
表3.5-1 各研究變數題項 22
表3.5-2 前測樣本特性 23
表3.5-3 前測之變項因素負荷量 24
表3.5-4 預試問卷刪除題項與信度分析彙整表 26
表4.1基本資料比例表 29
表4.2 觀察變項之平均數、標準差、偏態及峰度 31
表4.3.1-1 CFA判斷準則表 33
表4.3.1-2 初始的模型之CFA判斷準則表 34
表4.3.1-3 修正後模式之CFA判斷準則表 35
表4.3.2-1 正式問卷信度分析表 36
表4.3.2-2 建構信度分析表 37
表4.3.3 收斂效度分析表 37
表4.4 最終模式之整體模式判斷準則表 39
表4.5 相關分析表 40
表4.7路徑分析結果 42
表5.1研究假設與實證結果彙整表 46
圖 次
圖1.1 研究流程圖 3
圖2.5 預期－一致性之模式 12
圖3.2 研究架構圖 19
圖4.6 結構模式標準化路徑係數圖 41

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