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Satisfaction of Patients in Health Care: Some Critical Issues with Research Projects that Measure Satisfaction


  • Ronald J. Degen

    (International School of Management Paris)


This paper presents three critical issues that researchers need to consider when preparing a research project that measures the satisfaction of patients in health care. These issues are: the correct interpretation of the research objective and formulation of the research questions, selection the appropriate research design, and the credibility of the research project and its conclusions.

Suggested Citation

  • Ronald J. Degen, 2013. "Satisfaction of Patients in Health Care: Some Critical Issues with Research Projects that Measure Satisfaction," Working Papers 95, globADVANTAGE, Polytechnic Institute of Leiria.
  • Handle: RePEc:pil:wpaper:95

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    References listed on IDEAS

    1. Zeelenberg, M. & Pieters, R., 2004. "Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services," Other publications TiSEM 7bfb4aa9-cba7-4786-850d-1, Tilburg University, School of Economics and Management.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    3. Serkan ALTUNTAS & Engin YENER, 2012. "An Approach Based on TRIZ Methodology and SERVQUAL Scale to Improve the Quality of Health-Care Service: A Case Study," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 12(1), pages 97-106.
    4. Michael C. Jensen & William H. Meckling, 1994. "The Nature Of Man," Journal of Applied Corporate Finance, Morgan Stanley, vol. 7(2), pages 4-19, June.
    5. Dustin J. Bluhm & Wendy Harman & Thomas W. Lee & Terence R. Mitchell, 2011. "Qualitative Research in Management: A Decade of Progress," Journal of Management Studies, Wiley Blackwell, vol. 48(8), pages 1866-1891, December.
    6. Zeelenberg, Marcel & Pieters, Rik, 2004. "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research, Elsevier, vol. 57(4), pages 445-455, April.
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    Blog mentions

    As found by, the blog aggregator for Economics research:
    1. #HEJC papers for October 2013
      by academichealtheconomists in The Academic Health Economists' Blog on 2013-10-01 04:30:26

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    More about this item


    virtual satisfaction of patients; formulating research questions; appropriate research design; credibility of research projects;
    All these keywords.

    JEL classification:

    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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    This paper has been announced in the following NEP Reports:


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