背景與目的志工的任用與管理愈來愈強調服務品質，且志願服務法規範志願服務運用單位應定期考核志工，因此如何評估志工服務績效儼然成為重要的議題。本研究目的旨在探討影響醫院推行志工服務績效評估之相關因素。研究方法本研究為橫斷式量化研究，以中部某醫學中心從事志願服務滿一年之志工為研究對象。採用自填結構式問卷為研究工具，內容包括：個人特質、服務現況、認為志工需要接受績效評估原因、執行評估者與服務績效評估等五部份，共發放150份問卷，有效回收率為90%。研究結果女性、年齡介於50至59歲之間、大專以上教育程度者，較傾向志工需要接受服務績效評估；志工認為皆要接受評估是基於「強化服務品質」與「控管服務表現」，且認同透過「社工人員」、「病人與家屬」或「志工同儕」來執行評估。而服務績效評估的構面包括「服務精神」、「遵守服務規範」、「服務品質輸出」以及「人際接觸」等。進一步由複迴歸分析發現：志工經濟狀況較佳、認同評估是為了「強化服務品質」、由「社工人員」、「病人與家屬」進行評估者，則對志工服務績效評估持正向的看法。結論與建議志工普遍認為需要進行服務績效評估，且認為經由評估可強化服務品質、控管服務表現。建議醫院志工管理者應針對志工進行績效評估，且評估項目需包括服務精神、遵守規範、服務成效以及人際關係，以使志工服務不僅達成目標亦是富人性化之服務。

Background and Objectives Volunteer recruitment and management have increasingly emphasized service quality. The Volunteer Service Act stipulates that volunteer service exercisers must regularly evaluate the service performance of individual volunteers. Therefore, methods for conducting volunteer service performance evaluation must be investigated. This study aimed to explore the factors affecting hospital volunteer service performance. Methods A cross-sectional quantitative method was applied. Volunteers at a medical center in Central Taiwan who had completed one year of service were recruited as survey participants. Structured self-administered questionnaires pertaining to the five topics of personal traits, present condition of service, reasons for evaluation, evaluation personnel, and service performance evaluation were distributed, and 135 valid questionnaires were recovered, yielding a 90% effective response rate. Results Female volunteers aged between 50 and 59 years and who received at least a college education were more inclined to support mandatory volunteer evaluation, compared to those in other groups. Volunteers stated that consent to evaluation was based on the objectives of improving service quality and regulating service performance, and approved of receiving evaluation by social workers, patients and families, and peers. Service performance evaluation included volunteer service spirit, compliance with service regulations, service quality output, and interpersonal contact. According to the results of multiple regression analysis, volunteers with higher economic status, volunteers who identified that the purpose of evaluation is to improve service quality, and volunteers who approved of receiving evaluation by social workers, patients and families exhibited positive opinions regarding volunteer service performance evaluation. Conclusion and Suggestions The volunteers generally agreed that service performance evaluations must be conducted, maintaining that evaluations can improve service quality and regulate service performance. Hospital volunteer management units should perform volunteer performance evaluations that include evaluation indicators such as service spirit, compliance with regulations, service effectiveness, and interpersonal relationships. In addition to facilitating the attainment of goals, these evaluations can enable volunteers to provide humane service.