一、中文文獻
1.王美慧、陳瑞龍(2006)。醫院服務品質之探討-以花蓮地區之醫院為例。管理 研究,2(1),35-55。
2.朱永華,陳建勇(1995)。醫院服務品質與病人滿意度關係之研究一以成大、奇美、省立台南醫院為例。未出版博碩士論文,國立成功大學。3.吳侖瑾、涂文菁、隋安莉(2008)。台灣東部某區域醫院病人滿意度及忠誠度之探討。嘉南學報,34,713-726。
4.林宏榮(2013年12月)。透過病人經驗的測量實踐以病人為中心的目標-醫療品質管理新趨勢。「102年度北區病人住院經驗調查工作坊」,臺大醫院國際會議中心。
5.林松齡〈1983〉‧台中地區老年現象之研究‧台中市社會工作研究服務中心。
6.林松齡〈1986〉‧影响美國老年人口生活滿意度之各種因素‧東海學報,l(27),285-312頁。
7.林詩旋(2005)。消費者對韓式餐飲飲食品質的態度與消費行為研究-以台北市韓式烤肉餐廳為例。未出版之碩士論文。文化大學。8.姚開屏、蕭宇佑、郭耿南、鄭守夏(2010)。病人報告之醫療品質:問卷發展與信效度分析。台灣衛誌,29(5),440-451
9.張嫚娜、張志明、蕭娜足(2006)。某醫院門診病人滿意度分析。醫院,39(6),34-45。10.陳佩妮、鄭守夏、鍾國彪、林王美園(1997)台灣地區醫療品質指標適用性之探討。中華衛誌,16,133-42
11.陳昌宗、鄭淑婷、鄭榮郎(2005)。醫療服務品質、服務疏失、顧客滿意度之相關性研究。私立銘傳大學主辦,第三屆管理思維與實務研討會。
12.陳昭維(1992)。臺大醫院門診醫療品質管理。醫院醫療品質保證研討會,國防醫學院,81-82 頁。
13.陳倩妮(1999)。服務品質與顧客滿意度相關性之探討-以醫療產業為例。未出版博碩士論文,元智大學。14.陳肇南(1999)‧老人三寶:老本、老伴與老友:台灣老人生活狀況探討‧中央研究院經濟研究所。
15.蔡長清、劉修祥、黄淑貞(2001)‧退休老人休閒參與量及類型與生活滿意度之關係‧高雄應用科技大學學報,31,183-221 頁。
16.鄭守夏(2004)。病人報告的醫療品質。行政院國家科學委員會(NSC92-2416-H002-044)
17.韓揆(1994)。醫療品質管理及門診服務品質定性指標。中華公共衛生雜誌,3 (6),7-13。二、英文文獻
1.Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science and Medicine, 52(9), 1359-1370.
2.Arain, M., Nicholl, J., & Campbell, M. (2013). Patients’ experience and satisfaction with GP led walk-in centres in the UK; a cross sectional study.BMC health services research, 13(1), 142.
3.Berwick, D. M. (2002). A user’s manual for the IOM’s ‘Quality Chasm’report. Health Affairs, 21(3), 80-90.
4.Bloom, B. S. (2002). Crossing the quality chasm: a new health system for the 21st century. JAMA: The Journal of the American Medical Association, 287(5), 646-647.
5.Bullen N, Reeves R. (2003). Acute Inpatient Survey: National Overview 2001/0. Europe: Picker Institute
6.Center for Medicare and Medicaid Services.(2013). HCAHPS Fact Sheet (CAHPS Hospital Survey). Available at:http://www.hcahpsonline.org/files/August%202013%20HCAHPS%20Fact%20Shet2.pdf
7.Charmel, P. A., & Frampton, S. B. (2008). Building the business case for patient-centered care. Putting Patients First: Best Practices in Patient-Centered Care, 191.
8.Cheng SH,HoYC,Chung KP.(2002).Hospital quality information for patients in Taiwan: can they understand it? Int Journal Qual Health Care.14:155-60.
9.Cleary, P. D., Edgman-Levitan, S., Roberts, M., Moloney, T. W., McMullen, W., Walker, J. D., & Delbanco, T. L. (1991). Patients evaluate their hospital care: a national survey. Health Affairs, 10(4), 254-267.
10.Cleay PD, Edgman-Levitan S(1997). Incorporating consumer perspective. Health Care Quality.JAMA.278,1608-1012
11.Coulter A,Fitzpatrick R.(2000).The patient''s perspective regarding appropriate health care. In: Albrecht GL, Fitzpatrick R, Scrimshaw SC eds. The Handbook of Social Studies in Health and Medicine. Thousand Oaks, CA: Sage Publications Ltd, 454-64.
12.Danielsen, K., Garratt, A. M., Bjertnas, O. A., & Pettersen, K. I. (2007). Patient experiences in relation to respondent and health service delivery characteristics: a survey of 26,938 patients attending 62 hospitals throughout Norway. Scandinavian journal of public health, 35(1), 70-77.
13.DeCourcy, A., West, E., & Barron, D. (2012). The National Adult Inpatient Survey conducted in the English National Health Service from 2002 to 2009: how have the data been used and what do we know as a result?. BMC Health Services Research, 12(1), 71.
14.Edgman-Levitan, S., Daley, J., & Delbanco, T. L. (1993). Through the patient''s eyes: understanding and promoting patient-centered care (p. 309). San Francisco: Jossey-Bass.
15.Elliott, M. N., Lehrman, W. G., Beckett, M. K., Goldstein, E., Hambarsoomian, K., & Giordano, L. A. (2012). Gender differences in patients'' perceptions of inpatient care. Health Services Research, 47(4), 1482-1501.
16.Elliott, M. N., Zaslavsky, A. M., Goldstein, E., Lehrman, W., Hambarsoomians, K., Beckett, M. K., & Giordano, L. (2009). Effects of survey mode, patient mix, and nonresponse on CAHPSR hospital survey scores. Health services research, 44(2p1), 501-518.
17.Finkelstein, B. S., Singh, J., Silvers, J. B., Neuhauser, D., & Rosenthal, G. E. (1998). Patient and hospital characteristics associated with patient assessments of hospital obstetrical care. Medical care, 36(8), AS68-AS78.
18.Giordano, L. A., Elliott, M. N., Goldstein, E., Lehrman, W. G., & Spencer, P. A. (2010). Development, implementation, and public reporting of the HCAHPS survey. Medical Care Research and Review, 67(1), 27-37.
19.Glickman, S. W., Boulding, W., Manary, M., Staelin, R., Roe, M. T., Wolosin, R. J., ... & Schulman, K. A. (2010). Patient satisfaction and its relationship with clinical quality and inpatient mortality in acute myocardial infarction. Circulation: Cardiovascular Quality and Outcomes, 3(2), 188-195.
20.Healthcare Commission.(2005).Variations in the experiences of patients in England: Analysis of the Healthcare Commission''s 2003/2004 national surveys of patients.
21.Healthcare Commission.(2007).Caring for dignity: A national report on dignity in care for older people while in hospital.
22.Isaac, T., Zaslavsky, A. M., Cleary, P. D., & Landon, B. E. (2010). The relationship between patients'' perception of care and measures of hospital quality and safety. Health services research, 45(4), 1024-1040.
23.Jenkinson, C., Coulter, A., & Bruster, S. (2002). The Picker Patient Experience Questionnaire: development and validation using data from in-patient surveys in five countries. International Journal for Quality in Health Care, 14(5), 353-358.
24.Jha, A. K., Orav, E. J., Zheng, J., & Epstein, A. M. (2008). Patients'' perception of hospital care in the United States. New England Journal of Medicine, 359(18), 1921-1931.
25.Kotler, P.(1994). Analysis, planning, implementation and control. Marketing Management, 8, 470.
26.Lievesley N, Hayes R, Jones K, Clark A, Crosby G. (2009). Ageism and age discrimination in secondary health care in the United Kingdom: A review from the literature. Centre for Policy on Ageing, London
27.Lyratzopoulos, G., Elliott, M., Barbiere, J. M., Henderson, A., Staetsky, L., Paddison, C., ... & Roland, M. (2012). Understanding ethnic and other socio-demographic differences in patient experience of primary care: evidence from the English General Practice Patient Survey. BMJ quality & safety, 21(1), 21-29.
28.Manary, M. P., Boulding, W., Staelin, R., & Glickman, S. W. (2013). The patient experience and health outcomes. New England Journal of Medicine, 368(3), 201-203.
29.Markides, K. S., & Martin, H. W. (1979). A causal model of life satisfaction among the elderly. Journal of Gerontology, 34(1), 86-93.
30.Meterko, M., Wright, S., Lin, H., Lowy, E., & Cleary, P. D. (2010). Mortality among Patients with Acute Myocardial Infarction: The Influences of Patient‐Centered Care and Evidence‐Based Medicine. Health services research, 45(5p1), 1188-1204.
31.Nunnally JC.(1967) Psychometric Theory. New York: McGraw-Hill O’Connor, J. S., Shewchunk, R. M., & Bowers, M. R. (1991). A model of service quality perceptions and health care consumer behavior. Journal of Hospital Marketing, 6(1), 62-69.
32.Oliver., & Richard, L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research ,17, 460-469.
33.Picker Institute - Improving Healthcare through the Patient''s Eyes.(2010).advocatedirectory.org.from http://www.advocatedirectory.org/component/content/article/17-maine/682-picker-institute-improving-healthcare-through-the-patients-eyes
34.Pink, G. H., Murray, M. A., & McKillop, I. (2003). Hospital efficiency and patient satisfaction. Health Services Management Research, 16(1), 24-38.
35.Quigley, D. D., Elliott, M. N., Hays, R. D., Klein, D. J., & Farley, D. O. (2008). Bridging From the Picker Hospital Survey to the CAHPS (R) Hospital Survey.Medical care, 46(7), 654-661.
36.Reeves R, Ramm J, Cornelius V, Graham C. (2004). Patient survey report 2004: - adult inpatients.
37.Reinhardt, U. E., & Cheng, T. M. (2000). The world health report 2000-Health systems: improving performance. Bulletin of the World Health Organization,78(8), 1064-1064.
38.Salisbury, C., Wallace, M., & Montgomery, A. A. (2010). Patients’ experience and satisfaction in primary care: secondary analysis using multilevel modelling.BMJ: British Medical Journal, 341.
39.Spreitzer, E. & Snyder, E. E. (1974). Correlates of life satisfaction among the aged.Journal of Gerontology, 29(4), 454-458.
40.Veenstra, M., & Hofoss, D. (2003). Patient experiences with information in a hospital setting: a multilevel approach. Medical care, 41(4), 490-499.
41.Vikum, E., Johnsen, R., & Krokstad, S. (2013). Social inequalities in patient experiences with general practice and in access to specialists: the population-based HUNT Study. BMC health services research, 13(1), 240.
42.Weech-Maldonado, R., Elliott, M., Pradhan, R., Schiller, C., Hall, A., & Hays, R. D. (2012). Can Hospital Cultural Competency Reduce Disparities in Patient Experiences With Care?. Medical Care, 50, S48-S55.
43.Woodruff, R.B. & Roger, L.J. (1987). Expectation and norms in model of consumer satisfaction. Journal of Marketing Research. 74, 305-315.
44.Young, G. J., Meterko, M., & Desai, K. R. (2000). Patient satisfaction with hospital care: effects of demographic and institutional characteristics. Medical care, 38(3), 325-334.