背景：隨著社會發展及健保設立，民眾更注重自身健康照護及醫療機構提供的服務品質，因此提高醫療服務品質是醫院經營的首要方針。藥事服務是醫院醫療服務重要的一環，如何使用簡易的工具來測量病患對藥局藥事服務的滿意度，以瞭解藥局提供的藥事服務品質是否符合病患之期望與需求，並做為藥事服務品質評核及品質改善之參考，是醫院藥事部門管理者必須重視的課題。
        方法：本研究是以服務品質量表的內容去探討病患滿意度，並採用 Johnson 等人（1998）所發展的量表並加以修正，作為本研究的問卷量表，並以高雄市某區域醫院的門診病患為對象實施問卷調查。
        結果：回收問卷之資料經主成份因素分析發現，影響門診藥局藥事服務品質的因素有「專業服務」及「一般服務」二個因素，而藥事服務品質與整體滿意度間呈現正相關，在藥事服務品質的因素構面中亦發現「一般服務」較「專業服務」對整體滿意度，於預測能力及影響力，具有較佳的解釋。此外，對於病患選擇醫院之因素在藥事服務品質的滿意度及整體滿意度有顯著的差異。
        結論：因此，除了增加藥局「專業服務」的品質，藥局管理者也應重視「一般服務」的品質，如此才能有效的增加病患對門診藥事服務的滿意度。

        Background: Following the social development and establishment of the National Health Insurance, the people pay more attention to their health and the quality of medical services that provided by medical healthcare organization, therefore the major task of hospital management is to improve the medical service quality. The pharmaceutical services are one of the important parts of medical services in a hospital. How to adopt a simple tool to measure outpatient’s satisfaction on pharmaceutical service and know about the patient’s expectations and demands, it is acted as an index to evaluate and to improve pharmaceutical service quality, which is an important issue for pharmacy executives in hospital.
        Methods: This study was based on scale of service quality to evaluate patient’s satisfaction, and then the questionnaire which was developed by Johnson et al. (1998) was adopted and revised in this study. The revised questionnaire was conducted to an outpatient’s satisfaction survey on pharmaceutical services at a local general hospital in Kaohsiung.
        Result: The completed patient’s questionnaires were proceeded to do a principal components factor analysis, and then extracted two major factors, the professional service and the general service, from the scale of pharmaceutical service quality. The two factors were positively correlated with the whole satisfaction, and the general service factor was more effective and predictive than the professional service factor on the whole satisfaction, besides the different factors of patient’s choosing hospital were significant difference on satisfaction of pharmaceutical service quality.
        Conclusions: The manager of pharmacy should be concerned about general service quality of pharmacy except promoting professional service quality of pharmacy, therefore could increase patient’s satisfaction on pharmaceutical service of pharmacy.