醫療服務業雖然是屬服務業的一種，具備與一般服務業相同的特性：無形性、生產與消費不可分離性、異質性與不可儲存性；然而由於該產業專業需求程度較高，所提供的服務結果攸關顧客的生命健康與安全，因此進入障礙也較高，與一般服務業還是有所差異。
本研究，透過探討關係品質與顧客忠誠度之間的關係，以及考慮情境因素的可能影響，以提供企業經營與學理發展更豐富的管理與研究意涵。便更深入探討醫療業者所發展之關係品質模式，以提供醫療服務業者實際營運上之參考與運用。本研究以醫療服務業為研究物件，透過橫斷面統計分析，描述醫療服務業所發展之顧客忠誠度，探討關係品質對顧客忠誠度兩構面之個別影響關係，並且加入情境因素分析比較。
本研究以曾經使用過醫療服務的顧客羣為母體進行問卷調查，運用統計軟體 SPSS19.0與LISREL 進行樣本結構分析、因素分析、信度分析、敍述性統計、相關分析、變異數分析、回歸模型分析。總計共發放 660份問卷，回收 650份）；有效問卷為 635份。經相關分析後發現醫療品質、顧客滿意度與顧客忠誠度各構面間均呈顯著相關，線性結構關係模式（LISREL）分析結果，明確驗顧客滿意度於醫療服務品質與顧客忠誠度之間，具有顯著效果。
Medical treatment service industry owned characteristics like intangibility, inseparability, variability and perishability. Since customers counted their health and lives on these providers, it especially required professionalism than the other service industries.
Therefore, through the study on the relationship quality, customers’ royalty, and Situation Factors, we can provide more information for enterprise management. Due to the facts and related research, this study will discuss the method developed by the Medical treatment service industry. We can understand the background of the development of relationship quality. This study focuses on Medical treatment service industry. Through the vertical analysis, we will describe the royalty developed by Medical treatment service industry, talk about the interrelationship between quality relationship and customers’ royalty and compare with the Situation Factors.
This study takes to ever use over medical services the customer group as research population into the survey, the use of statistical software SPSS19.0 and LISREL Model to conduct sample structure analysis, factor analysis, reliability analysis, descriptive statistics and related analysis, analysis of variance.
The findings after correlated analysis discovered these aspects between medical service quality, patient satisfaction and patient loyalty reveal remarkable correlation. The result of the analysis by utilizing the method of Linear Structural Relations(LISREL)proves the remarkable intermediary effect between medical service quality and patient loyalty
