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Modeling patient satisfaction and service quality.

S A Taylor¹, J J Cronin

¹Illinois State University, Normal.

Journal of Health Care Marketing

|January 3, 1995

Summary

Understanding patient satisfaction and service quality in healthcare marketing is crucial. Research suggests a complex, nonrecursive relationship between these two factors, clarifying previous conflicting evidence.

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Area of Science:

Health Services Marketing
Consumer Behavior in Healthcare

Background:

Consumer satisfaction and service quality are key in healthcare marketing strategies.
Existing literature shows conceptual and operational difficulties in distinguishing these two constructs within healthcare settings.

Purpose of the Study:

To clarify and extend the conceptualization and measurement of consumer satisfaction and service quality in health services.
To distinguish the nature of service quality and patient satisfaction within a healthcare marketing context.

Main Methods:

Literature review of consumer satisfaction and service quality in health services.
Conducted two empirical studies to investigate the relationship between service quality and patient satisfaction.

Main Results:

Identified significant conceptual and operational overlap between patient satisfaction and service quality in healthcare.
Found evidence supporting a nonrecursive relationship between service quality and patient satisfaction.

Conclusions:

The nonrecursive relationship between service quality and patient satisfaction may explain conflicting findings in prior research.
Further research and refined measurement are needed to fully differentiate these constructs in healthcare marketing.

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