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Reconsidering models of patient satisfaction and behavioral intentions
Koichiro Otani1, Richard S Kurz, Thomas E Burroughs
1Indiana University-Purdue University, Fort Wayne School of Public and Environmental Affairs, Fort Wayne, Indiana, USA.
Health Care Management Review
|March 18, 2003
Abstract:
This article considers several models of how patients integrate their reactions to hospital attributes and how these reactions impact their overall satisfaction and behavioral intentions. It finds that patients combine their reactions to the attributes by means of noncompensatory and nonlinear models to form their overall satisfaction or behavioral intentions.