Consumer satisfaction and perceived quality of outpatient health services

M. Peyrot, P. D. Cooper, D. Schnapf

    Research output: Contribution to journalArticle

    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 languageEnglish (US)
    Pages (from-to)24-33
    Number of pages10
    JournalJournal of Health Care Marketing
    Volume13
    Issue number1
    StatePublished - Jan 1 1993

    ASJC Scopus subject areas

    • Medicine (miscellaneous)
    • Marketing

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