中文摘要：

目的：基于服务接触理论，根据中国医院门诊服务的特征，从有形环境接触、医务人员接触、服务系统接触三个方面构建门诊服务接触质量测量量表。方法：综合运用文献研究法、关键事件法、专家法等研究方法形成初始题项库，通过探索性因子分析和验证性因子分析确定量表的信度和效度。结果：形成了包含有形环境接触、医务人员接触、服务系统接触三个因子，16个题项的门诊服务接触质量评价量表，该量表具有良好的信度和效度。

英文摘要：

Objective Based on service encounter theory and according to the characteristics of Chinese medical services,this study is to develop outpatient service encounter quality scale including environment encounter, medical staff encounter and service system encounter. Methods Literature research, critical incident and expert method were used to form the initial item pool;explorato- ry factor analysis and confirmatory factor analysis were used to determine the reliability and validity of the scale. Results This study developed outpatient service encounter quality scale including environment encounter, medical staff encounter and service system encounter and 16 items. Statistical tests indicate that the scale has good reliability and validity.