Abstract
The authors examined factors related to consumer satisfaction and willingness to recommend the provider among 1,366 patients receiving examinations at a free-standing medical imaging facility. The nontechnical (nonmedical) characteristics of the service encounter were drawn from three conceptual domains - staff behavior, atmospherics, and information - and two subjective judgments regarding the medical service itself: examination comfort and perceived worth. The authors hypothesized that all of these factors are related to increased consumer satisfaction and willingness to recommend the provider. Data collection was based on a service script, and factor analysis was used to organize elements from each domain into a map of consumer perceptions. Multivariate logistic regression indicated that items from each domain were significantly related to patient satisfaction and willingness to recommend the provider.
Original language | English (US) |
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Pages (from-to) | 24-33 |
Number of pages | 10 |
Journal | Journal of Health Care Marketing |
Volume | 13 |
Issue number | 1 |
State | Published - Jan 1 1993 |
ASJC Scopus subject areas
- Medicine (miscellaneous)
- Marketing