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Policy Effects on the Quality of Public Health Care: Evaluating Portuguese Public Hospitals’ Quality through Customers’ Views


  • Fonseca Jaime R. S.

    (Instituto Superior de Ciências Sociais e Políticas, Universidade de Lisboa, CAPP – Centro de Administração e Políticas Públicas, Portugal)

  • Ramos Rosária M. P.
  • Santos Ana M. P.
  • Fonseca Ana P. S. S.


In this paper, public health care administration issues are reviewed and public hospital patients’ views on quality of health care are empirically tested. The purpose is to support the recommendation of new public policies that lead to better performance, if necessary. Hospital patients’ views on service quality were assessed through a questionnaire to estimate a global customer satisfaction measure. We argue that customer satisfaction should be measured through multiple indicators, as a latent variable. Thus, we considered the latent segment models (LSM) approach to assess customer service satisfaction. We found a twosegment latent structure: segment 1, the satisfied, with 48 percent of patients, mostly male and middle-aged patients; and segment 2, the unsatisfied, with 52 percent of patients, mostly female and youngest/oldest patients.

Suggested Citation

  • Fonseca Jaime R. S. & Ramos Rosária M. P. & Santos Ana M. P. & Fonseca Ana P. S. S., 2015. "Policy Effects on the Quality of Public Health Care: Evaluating Portuguese Public Hospitals’ Quality through Customers’ Views," Central European Journal of Public Policy, Sciendo, vol. 9(2), pages 122-131, December.
  • Handle: RePEc:vrs:cejopp:v:9:y:2015:i:2:p:122-131:n:6
    DOI: 10.1515/cejpp-2016-0015

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    References listed on IDEAS

    1. Bhatnagar, Amit & Ghose, Sanjoy, 2004. "A latent class segmentation analysis of e-shoppers," Journal of Business Research, Elsevier, vol. 57(7), pages 758-767, July.
    2. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    3. Campbell, S. M. & Roland, M. O. & Buetow, S. A., 2000. "Defining quality of care," Social Science & Medicine, Elsevier, vol. 51(11), pages 1611-1625, December.
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