本研究將以「服務接觸」作為研究主題，並利用「服務接觸評估模式」來描述在服務接觸過程對影響病患滿意之影響，藉此獲得管理及研究上的意涵，並提出建議。台灣地區由於全民健保的實行、經濟不斷的蓬勃發展，及國民教育水準持續的提昇，使得國人對於健康的重視以及醫療的需求與日俱增。然而，婦產科在就醫心情與許多方面均異於一般科，有鑑於此，本研究整合理論與實務之應用，提高研究結果之實務貢獻與學術價值，將有助於醫院擬定與規劃醫療資源之配置與經營策略之方向。本研究之研究對象為不同性質醫學中心的門診顧客，一般科取得590份有效問卷，婦產科取得339份有效問卷。實證結果得知不論是一般科別或是婦產科別，均發現服務品質中，對醫療人員滿意的提昇，將會使

　　This study takes “service encounter” as the subject, and tries to describe how the process of service encounter would affect patients’ satisfaction with the use of “Service Encounter Evaluation Model.” Thereby, implications on management practice and research direction are derived, and recommendation is made. Due to the implementation of national health insurance scheme, ever-prospering economy and continuously improving educational level in Taiwan area, citizen’s emphasis on health and demand for medical care is ever increasing. However, obstetric & gynaecologic patients often differ greatly from general patients in terms of their mood and emotion. In view of this, the study integrates theory with practical applications to increase the practical contribution and academic value of the research results. It will definitely help hospitals in drafting and planning the allocation of medical resources and the direction of operation. In order to examine the relationships between the service encounters and the medical treatment satisfaction, this research conducted an empirical study based on 590 respondents of the customers in the general clinics and 339 respondents of the customers in the gynecology clinics of different medical science centers in the southern Taiwan. The following is the summary of analysis. We also found that we could have the biggest extent in moving up the patients’ medical treatment satisfaction by improving patients’ satisfaction in the influence factor of the medical professionals, but have the smallest in the influence factor of the service personnel in the general and gynecology clinics.