一、 中文部分
王美秀，「品質屬性衡量之整合模式」，中原大學工業工程學系博士論文，民國八十九年。
台灣醫務管理學會THIS之「病患滿意度實施辦法」，民國九十年九月。
朱永華，「醫院服務知覺品質與病患滿意度之關係研究」，成功大學企業管理研究所碩士論文，民國八十四年。
江清泉，「醫院門診服務品質之改善與探討---以台大醫院為例」，國立台灣大學商學研究所碩士論文，民國九十一年。
李錫銘，「顧客滿意度調查」，品質月刊，民國九十一年四月。
巫俊明、王愛義、張榮華在職醫護人員<輻射安全與防護>推廣課程及相關認知與迷思概念研究，元培學報，5，153-176，民國八十七年。
沈振德，「對於某大學醫院介面服務品質調查機制之研究」，台灣大學商學研究所碩士論文，民國九十一年。
衫本辰夫 著，盧淵源 譯，「事業、營業、服務的品質管制」，中興管理顧問公司，民國七十五年。
洪世全，「服務品質、服務價值與顧客滿意度的關係」，台灣大學商學研究所碩士論文，民國八十四年。
黃俊英，行銷研究─管理與技術，華泰書局。
陳文華、徐聖訓、許蕙萍，「顧客滿意度調查----以某銀行為例」。民國九十一年。
陳文華教授網站，140.112.110.128。
陳昭良，「影響服務期望水準因素之探討---以醫院及速食店為例」，台灣大學商學研究所碩士論文，民國八十一年。
陳敏君，「急診病人及家屬滿意度調查與服務品質相關因素探討」，領導護理，第二卷第二期，民國八十七年。
翁崇雄，「評量服務品質與服務價值之研究---以銀行業為實證對象」，國立台灣大學商學研究所博士論文，民國八十二年。
張秀如、陳光和，「以滿意度調查探討門診病患對服務品質的主觀感受」，醫院，第32卷第一期。
張睿詒、江東亮，以風險校正模型探討控制全民健康保險醫療費用之研究，行政院衛生署委託研究計畫，民國八十七年。
張睿詒，運用風險校正公式評估論人計酬支付制度實施之可行性，行政院衛生署委託研究計畫，民國八十八年。
黃素丹，「門診病患滿意度調查與服務品質相關因素探討」，醫院，第30卷第二期。
許惠萍，「顧客區隔、滿意度與關係管理整合運用之實證研究」，台灣大學商學研究所碩士論文，民國九十年。
楊志良，保險支付方式變遷下醫療機構住院服務策略因應之探討行政院衛生署委託研究計畫，民國八十七年。
楊錦洲，中央健康保險局中區分局推行TQM體系之輔導─以國品獎之評鑑項目為基礎，行政院衛生署八十九年度委託研究計畫，民國九十年。
蕭鏡堂，市場研究，民國七十八年。
羅宣、楊美雪、紹文逸，長期照護機構選擇屬性之研究─以知覺風險為市場區隔基礎，台灣衛誌，民國九十年；20(5)：381-394。藍采風、廖榮利，1990社會醫療學，三民書局。
盧瑞芬、謝啟瑞，2000，醫療經濟學，學富文化事業有限公司。
盧瑞芬、蕭慶倫，2001，台灣國民醫療衛生保健帳戶的建立，經濟論文叢刊，29(4)，547-576。蘇喜、李敏禛、劉嘉玲，「醫院看診等候滿意度之研究---以某醫學中心家庭醫學科為例」，醫療品質雜誌，第一卷第一期，民國八十七年。
財團法人醫院評鑑暨醫療品質策進會網站，www.tjcha.org.tw
「顧客滿意度調查系列(1)、(2)、(3)」，現場與管理，第28卷第一期，民國九十一年。
二、 西文部分
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C.A.Kulp & John W. Hall (1980), “Casualty Insurance” 4th edition, pp. 3.
C. Arthur Williams & Jr George L. Head & Ronald C. Horn & G. William Glendenning (1981), “Principles of Risk Management and Insurance” Vol.1.2. 2nd edition pp. 55-66
C. Arthur Williams & Richard M. Hein (1981), “Risk Management and Insurance”, pp. 4.
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