Determinants of customer satisfaction with hospitals: a managerial model
This article was published in the International Journal of Health Care Quality Assurance [© 1998 Published by MCB UP Ltd. ] and the definite version is available at: http://dx.doi.org/10.1108/09526869810231541 The Journal's website is at: http://www.emeraldinsight.com/doi/abs/10.1108/0952686981...
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© 1998 Published by MCB UP Ltd.
2016
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| Online Zugang: | http://hdl.handle.net/10361/5494 http://dx.doi.org/10.1108/09526869810231541 |
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10361-54942016-07-16T06:50:39Z Determinants of customer satisfaction with hospitals: a managerial model Andaleeb, Syed Saad Customer satisfaction Hospitals Statistics This article was published in the International Journal of Health Care Quality Assurance [© 1998 Published by MCB UP Ltd. ] and the definite version is available at: http://dx.doi.org/10.1108/09526869810231541 The Journal's website is at: http://www.emeraldinsight.com/doi/abs/10.1108/09526869810231541 States that rapid changes in the environment have exerted significant pressures on hospitals to incorporate patient satisfaction in their strategic stance and quest for market share and long‐term viability. This study proposes and tests a five‐factor model that explains considerable variation in customer satisfaction with hospitals. These factors include communication with patients, competence of the staff, their demeanour, quality 0of the facilities, and perceived costs; they also represent strategic concepts that managers can address in their bid to remain competitive. A probability sample was selected and a multiple regression model used to test the hypotheses. The results indicate that all five variables were significant in the model and explained 62 per cent of the variation in the dependent variable. Managerial implications of the proposed model are discussed. Published 2016-06-22T12:54:56Z 2016-06-22T12:54:56Z 1998 Research paper Andaleeb, S. S. (1998). Determinants of customer satisfaction with hospitals: a managerial model. International Journal of Health Care Quality Assurance, 11(6), 181–187. doi:http://dx.doi.org/10.1108/09526869810231541 http://hdl.handle.net/10361/5494 http://dx.doi.org/10.1108/09526869810231541 en http://dx.doi.org/10.1108/09526869810231541 © 1998 Published by MCB UP Ltd. |
| institution |
Brac University |
| collection |
Institutional Repository |
| language |
English |
| topic |
Customer satisfaction Hospitals Statistics |
| spellingShingle |
Customer satisfaction Hospitals Statistics Andaleeb, Syed Saad Determinants of customer satisfaction with hospitals: a managerial model |
| description |
This article was published in the International Journal of Health Care Quality Assurance [© 1998 Published by MCB UP Ltd. ] and the definite version is available at: http://dx.doi.org/10.1108/09526869810231541 The Journal's website is at: http://www.emeraldinsight.com/doi/abs/10.1108/09526869810231541 |
| format |
Research paper |
| author |
Andaleeb, Syed Saad |
| author_facet |
Andaleeb, Syed Saad |
| author_sort |
Andaleeb, Syed Saad |
| title |
Determinants of customer satisfaction with hospitals: a managerial model |
| title_short |
Determinants of customer satisfaction with hospitals: a managerial model |
| title_full |
Determinants of customer satisfaction with hospitals: a managerial model |
| title_fullStr |
Determinants of customer satisfaction with hospitals: a managerial model |
| title_full_unstemmed |
Determinants of customer satisfaction with hospitals: a managerial model |
| title_sort |
determinants of customer satisfaction with hospitals: a managerial model |
| publisher |
© 1998 Published by MCB UP Ltd. |
| publishDate |
2016 |
| url |
http://hdl.handle.net/10361/5494 http://dx.doi.org/10.1108/09526869810231541 |
| work_keys_str_mv |
AT andaleebsyedsaad determinantsofcustomersatisfactionwithhospitalsamanagerialmodel |
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