Hospital Patient Satisfaction
- 17 September 1993
- journal article
- Published by Taylor & Francis in Journal of Hospital Marketing
- Vol. 7 (2) , 77-90
- https://doi.org/10.1300/j043v07n02_08
Abstract
This paper investigates the correlates, dimensionality, and determinants of patient satisfaction in the hospital health care encounter. All of the individual hospital characteristics assessed were found to be significantly related to patient satisfaction. The findings suggest that patients evaluate hospital service quality along four distinct dimensions. The relative importance of these four factors in predicting overall satisfaction, in descending order, is: (1) physician/capabilities, (2) nurses/staff, (3) amenities, and (4) accessibility. In combination, these four factors explain 63 percent of overall patient satisfaction.Keywords
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