SEM of Service Quality to Predict Overall Patient Satisfaction in Medical Clinics: A Case Study
SEM of Service Quality to Predict Overall Patient Satisfaction in Medical Clinics: A Case Study
- Publication:
- Quality Management Journal
- Date:
- October 2015
- Issue:
- Volume 22 Issue 4
- Pages:
- pp. 18-36
- Author(s):
- Johnson, Dana M., Russell, Roberta S
- Organization(s):
- Michigan Technological University, Virginia Polytechnic Institute and State University
Abstract
This study analyzed patient satisfaction surveys to determine which process attributes affect overall patient satisfaction. The authors conclude that the strongest impact is the care provider’s interaction with the patient.