Patient Satisfaction Definition

There is a multitude of definitions being offered to explain what is actually being meant by patient satisfaction. For instance, Lindel-Pelz (1982) defines patient satisfaction as the ‘individual’s positive evaluation of distinct dimensions of health care’. The different dimensions mentioned earlier are the most pertinent part to be understood and therefore be evaluated in our quest to improve. Many researchers have tried to identify these different or distinct dimensions of health care. Ware et al. (1978) have proposed a ‘taxonomy of patient satisfaction’ with regards to these different dimensions of patient satisfaction being studied. These dimensions include art of care, technical quality of care, accessibility / convenience, finances, physical environment, availability, continuity, and efficiency / outcome of care. The complex nature of this situation reflects …show more content…
Satisfied customers are likely to exhibit favourable behavioural intentions, which are beneficial to the healthcare provider’s long-term success. Customers tend to express intentions in positive ways such as praising and preferring the company over others, increasing their purchase volumes or paying premium (Zeithaml & Bitner 2000). Patient satisfaction also influences the rate of patient compliance with physician advice and the healing process of the patient (Roter et al. 1987).

The relationship between service quality and customer satisfaction is somewhat reciprocal (Butt & De Run 2010). Previous research on the relationship can be divided into two schools: one argues a satisfied customer with good perceptions about service quality, thus considering customer satisfaction as a service quality antecedent (Bolton & Drew 1991). The second group suggest that service quality leads to customer satisfaction, considering service quality as a customer satisfaction antecedent (Cronin & Taylor 1992). Nevertheless, both schools agree there is a strong