An Empirical Investigation of Two Competing Models of Patient Satisfaction

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Abstract
Summary This paper empirically examines two competing models of patient satisfaction. Specifically, a five factor SERVQUAL model proposed by Parasuraman et al. (1988) and a tripartite model posited by Smith, Bloom, and Davis (1986) are examined. The two models are tested via factor analysis based on data collected from a field survey of hospital patients. The results of this study indicate that the five dimensional SERVQUAL model is not supported by data. On the other hand, there is general support for the tripartite model. Implications of our results for health care practitioners and researchers are discussed. Future directions for research are also outlined.