醫療產業被認為是最能夠提供患者特殊醫藥、醫護人員與設備的健康照護機構。其足以提供獲利並滿足消費者的需求。醫療產業為了維護或改善其市場定位與商譽，同時也必須面對著相當大的競爭。因此，發展產品與服務的創新也就勢在必行。創新理念的相互模仿並不難，但必須考量許多特別目標市場的服務需求。服務創新則因為能協助公司定位、品牌識別與差異化而受到重視。本研究目的在於探討醫療產業的服務創新關鍵成功因素，經由文獻整理找出第一層級的五大主要因素、與第二層級的16個因素。研究方法採用AHP層級分析法，試圖比較這些關鍵成功因素間的相對重要性。藉由層級分析法的問卷，訪問了12位專家與高涉入的醫療產業消費者。研究結果發現，影響服務創新五大主要因素中最重要的是服務流程，其次為技術，第三則為產品與服務。第二層級的16項因素中以服務流程中的服務效率對服務創新之影響效果最大。

The hospital industry is considered to be the most significant type of health care institution providing patient treatment with specialized medical and nursing staff and medical equipment. Because of its ability to provide revenue and satisfy the needs of the consumers. There is huge competition in the hospital industry so to be able to maintain or improve their market positions and reputations; they need to develop product and service innovations. It is not difficult to copy the innovation ideas from each other, but they have to think about the very special service for the special target market. The service innovation raises attention, helps positioning, brand recognition and differentiation. The purpose of this study aims to investigate the services innovation key success factors of the hospital industry. And further intends to find out the real factor of service innovation from the consumer that will make the hospital industry to be successful. In this study, the researcher used the Analytical Hierarchy Process method to determine the most important factor of service innovation in the hospital industry and the comparisons of each factor. By using the data collected randomly from 12 participants include experts, and high involvement consumer via AHP questionnaire, findings indicate that the most important factor that greatly affects the hospital industry service innovation is the process through efficient service followed by the technology and product & service.