This study is based on the service quality theory that Christian. Gronroosand PZB proposed and use SERVPERF of Cronin & Taylor to measureShanghai healthcare service quality.

• 本研究以格罗鲁斯及PZB的服务质量理论为依据,运用SERVPERF评价技术,对上海市医院系统的服务质量进行了评价,建立了医疗服务质量的评价体系;