Abstract:Objective：By finding the gap between inpatients’ expectation of hospital service quality and their actual perception，targeted measures are taken to improve the quality of hospital services from the perspective of inpatients’ perception. Methods：The SERVQUAL scale was designed to investigate hospital service quality expectation and perception among 364 inpatients in a hospital. Results：The mean of perception is significantly lower than the expected mean. IPA analysis shows that the dimensions of reliability and validity are in the high expectative and high perceptual area，and the dimensions of economy and responsiveness are in the high expectative and low perceptual area. It also shows that the tangible dimension is in the low expectative high perceptual area，and the dimension of humanization and trust are in the low expectative and low perceptual area. Conclusion：The quality of service perceived by inpatients in the hospital is still far behind the expected quality of service. The reliability and tangible aspects should continue to be maintained. The economy and responsiveness can be used as publicity points to attract patients. The humanization and trust should be taken as the opportunity to develop hospital characteristics，and the tangible aspect should be the focus of hospital development in the future.