Objective To evaluate the quality of pediatric outpatient care using the SERVQUAL model and Kano model, and to identify quality attributes of low-level quality service elements. Methods A sample of 289 family members attending the pediatric outpatient clinic was invited to complete a battery of questionnaires. The SERVQUAL model was used to screen low-level quality service elements and the Kano model was utilized to identify categories of attributes of low-level quality service elements. Results The total score of quality of pediatric outpatient care was -1.77. Among 38 service elements, 20 were low-quality, of which 9 were classified into must-be attributes category, 8 were in the attractive attributes category and 3 were expected attributes. Conclusion There was a gap between overall quality of care and satisfaction of family members in pediatric outpatient clinic, so managers should provide targeted measures according to their Kano model attributes.