Patient satisfaction surveys and multicollinearity
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W C Stratmann1, T R Zastowny, L R Bayer
1Gordon S. Black Corporation, Rochester, NY.
Quality Management in Health Care
|December 4, 1994
Abstract:
The measurement of patient satisfaction is now an integral part of hospital market research. Just as consumer satisfaction is a function of the extent to which providers do things right, the value of consumer-oriented market research is directly related to whether the research itself is done right. The use of poorly designed consumer research instruments, no matter how well executed, can cause multicollinearity among the independent variables, which, in turn, can result in misleading conclusions.
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