An empirical investigation of customer satisfaction with health care services

摘要: A 2 × full factorial between subjects experimental design was used to examine how three elements of the health care experience (patients’ freedom choose a physician; patients receiving their preferred outcome) impacted on patient satisfaction with service. All constructs corresponding measurements were discussed, and relationships examined. Hypotheses developed tested for each relationship using pencil paper scenario patient’s first time service encounter at clinic. Results experiment indicated that given an undesirable outcome, allowing choice physicians favorably raised levels. Further, who treated by physician whom they rated more positively than did received non‐preferred physicians.