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Toward a theory of patient satisfaction

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  • Linder-Pelz, Susie

Abstract

Despite the widespread concern in health care literature with patients'--or clients'--satisfaction there has been no explicit definition of that concept nor systematic consideration of its determinants and consequences. The definition of satisfaction proposed here is derived from Fishbein and Ajzen's attitude theory and from job satisfaction research. Among the various probable determinants of a patient's satisfaction with health care are his/her attitudes and perceptions prior to experiencing that care; after reviewing relevant social science theories, we hypothesize five such social psychological variables which affect satisfaction ratings. The present attempt to define the concept patient satisfaction and to hypothesize some of its determinants can be regarded as first steps in building a theory of patient satisfaction.

Suggested Citation

  • Linder-Pelz, Susie, 1982. "Toward a theory of patient satisfaction," Social Science & Medicine, Elsevier, vol. 16(5), pages 577-582, January.
    • Handle: RePEc:eee:socmed:v:16:y:1982:i:5:p:577-582
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    Cited by:

    1. Zailani, Suhaiza & Ali, Suhana Mohezar & Iranmanesh, Mohammad & Moghavvemi, Sedigheh & Musa, Ghazali, 2016. "Predicting Muslim medical tourists' satisfaction with Malaysian Islamic friendly hospitals," Tourism Management, Elsevier, vol. 57(C), pages 159-167.
    2. Keramidou, Ioanna & Triantafyllopoulos, Loukas, 2018. "The impact of the financial crisis and austerity policies on the service quality of public hospitals in Greece," Health Policy, Elsevier, vol. 122(4), pages 352-358.
    3. Ferreira, Diogo Cunha & Marques, Rui Cunha & Nunes, Alexandre Morais & Figueira, José Rui, 2021. "Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis," Socio-Economic Planning Sciences, Elsevier, vol. 78(C).
    4. Hundt, Natalie E. & Armento, Maria E.A. & Porter, Bennett & Cully, Jeffrey A. & Kunik, Mark E. & Stanley, Melinda, 2013. "Predictors of treatment satisfaction among older adults with anxiety in a primary care psychology program," Evaluation and Program Planning, Elsevier, vol. 37(C), pages 58-63.
    5. Pan, Jay & Liu, Dan & Ali, Shehzad, 2015. "Patient dissatisfaction in China: What matters," Social Science & Medicine, Elsevier, vol. 143(C), pages 145-153.
    6. Pflueger, Dane, 2016. "Knowing patients: The customer survey and the changing margins of accounting in healthcare," Accounting, Organizations and Society, Elsevier, vol. 53(C), pages 17-33.
    7. Iga Rudawska, 2015. "Chronic Patients’ Values Associated to Continuity of Care – the Results of Qualitative Study (Wartosci przypisywane ciaglosci opieki przez pacjentów przewlekle chorych – wyniki badania jakosciowego)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 13(53), pages 196-215.
    8. Ferreira, D.C. & Marques, R.C. & Nunes, A.M. & Figueira, J.R., 2018. "Patients’ satisfaction: The medical appointments valence in Portuguese public hospitals," Omega, Elsevier, vol. 80(C), pages 58-76.
    9. Shah, Mansi B. & Bentley, John P. & McCaffrey III, David J., 2006. "Evaluations of care by adults following a denial of an advertisement-related prescription drug request: The role of expectations, symptom severity, and physician communication style," Social Science & Medicine, Elsevier, vol. 62(4), pages 888-899, February.
    10. Benning, Tim M. & Dellaert, Benedict G.C., 2013. "Paying more for faster care? Individuals' attitude toward price-based priority access in health care," Social Science & Medicine, Elsevier, vol. 84(C), pages 119-128.
    11. Schutt, Russell K. & Goldfinger, Stephen M. & Penk, Walter E., 1997. "Satisfaction with residence and with life: When homeless mentally ill persons are housed," Evaluation and Program Planning, Elsevier, vol. 20(2), pages 185-194, May.
    12. Whelan, Susan & Davies, Gary & Walsh, Margaret & Bourke, Rita, 2010. "Public sector corporate branding and customer orientation," Journal of Business Research, Elsevier, vol. 63(11), pages 1164-1171, November.
    13. Conner-Spady, Barbara L. & Sanmartin, Claudia & Johnston, Geoffrey H. & McGurran, John J. & Kehler, Melissa & Noseworthy, Tom W., 2011. "The importance of patient expectations as a determinant of satisfaction with waiting times for hip and knee replacement surgery," Health Policy, Elsevier, vol. 101(3), pages 245-252, August.

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