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Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index

  • Mário Raposo

    ()

  • Helena Alves

    ()

  • Paulo Duarte

    ()

The assessment of patients’ satisfaction levels, and the knowledge of what factors influence satisfaction are very important for healthcare managers as it influences healthcare results and healthcare institutions financial results. The objective of this research is to analyse patients’ satisfaction levels in a set of four Portuguese primary Healthcare Centres, through the estimation of a satisfaction index, which simultaneously explains which dimensions of healthcare quality influence that satisfaction the most. For that, a conceptual model of patients’ satisfaction in primary healthcare was tested using data from a sample of 414 patients. Partial Least Squares path modelling (PLS) was the technique chosen to evaluate the proposed model. The results show that patients’ satisfaction is 60.887 in a scale from 1 to 100, revealing only a medium level of satisfaction. It is also possible to conclude that the most important positive effects on satisfaction are the ones linked to the patient/doctor relationship, the quality of facilities and the interaction with administrative staff, by this order. Copyright Springer-Verlag 2009

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File URL: http://hdl.handle.net/10.1007/s11628-008-0055-1
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Article provided by Springer & Pan-Pacific Business Association in its journal Service Business.

Volume (Year): 3 (2009)
Issue (Month): 1 (March)
Pages: 85-100

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Handle: RePEc:spr:svcbiz:v:3:y:2009:i:1:p:85-100
DOI: 10.1007/s11628-008-0055-1
Contact details of provider: Web page: http://www.springer.com

Web page: http://www.panpacificbusiness.org/

Order Information: Web: http://www.springer.com/business/journal/11628

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  1. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. " Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Oxford University Press, vol. 21(4), pages 695-707, March.
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