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[User satisfaction assessment: theoretical and conceptual concerns].
Monique Azevedo Esperidião1, Leny Alves Bomfim Trad
1Instituto de Saúde Coletiva, Universidade Federal da Bahia, Salvador, Brazil. moniqueesper@yahoo.com.br
Cadernos De Saude Publica
|June 6, 2006
Summary
This review critically analyzes user satisfaction in health services, finding the concept loses analytical usefulness when applied too broadly. Key theories from marketing and psychology inform satisfaction, focusing on expectations and equity.
Area of Science:
- Health Services Research
- Consumer Behavior
- Social Psychology
Context:
- User satisfaction is a critical metric in healthcare delivery.
- Understanding patient perspectives is vital for service improvement.
- Existing literature spans several decades (1970-2005).
Purpose:
- To critically analyze the theoretical and conceptual underpinnings of user satisfaction in health services.
- To review the origins and application of satisfaction concepts in service research.
- To identify key theoretical frameworks influencing user satisfaction in healthcare.
Summary:
- A review of 56 articles from MEDLINE and Web of Science (1970-2005) examined user satisfaction in health services.
- Concepts primarily derive from marketing and social psychology, including attitude theory, expectation fulfillment, and equity.
- The study highlights a diminished analytical utility of 'satisfaction' when applied across diverse health service dimensions.
Impact:
- Identifies theoretical limitations in measuring user satisfaction in healthcare.
- Suggests a need for more nuanced conceptualizations of patient experience.
- Informs future research on patient-reported outcomes and service quality evaluation.