ASSESSMENT OF PATIENT SATISFACTION: A STUDY OF CORE AND SECONDARY ATTRIBUTES OF HOSPITAL HEALTHCARE SERVICESAbstract
This research evaluates patient satisfaction with the core and secondary attributes of hospital healthcare service, using two conventional methods, stated and derived importance explaining pros and cons related to each method. The study shows the significance of some of the core attributes and secondary attributes are recoverable equally well, regardless of the method. On the other hand, satisfaction obtained through some attributes diverges depending on the evaluation method. This variation is systematic and the reason for the variation is explained which provides the basis to researchers to employ both stated and derived methods for assessing the genuine measurement of satisfaction. Further article identifies the influence of demographics on satisfaction derived through core and secondary attributes and the relation between demographics and the type of hospital visited (i.e. govt. or private). Again the gap analysis and the correlation between satisfaction and recommendation provides better picture of opportunities or gaps live in hospital healthcare services and the directions to combat these gaps or exploit opportunities respectively.
Yash Pal Taneja*, Anand Sharma and Ruchika Shah
Assistant Professor, GGDSD College, Chandigarh affiliated to Panjab University, Sector 32 C, Chandigarh, India
24 August, 2013
09 October, 2013
26 December, 2013
01 January, 2014