Deepening the understanding of hospital patient satisfaction: fulfillment and equity effects.
Patient satisfaction surveys are widely used tools. However, they provide limited managerial information. Additional, useful insights can be gained by analyzing factors that determine satisfaction. This study reports on fulfillment of expectations equity and satisfaction survey items as predictors of overall satisfaction with, and intentions to use, a hospital.
D003258:Consumer Behavior; D006745:Hospital Bed Capacity, 300 to 499; D006761:Hospitals / Q000592:standards*; D008389:Marketing of Health Services / Q000379:methods*; D008962:Models, Theoretical; D012935:Social Justice; D011795:Surveys and Questionnaires; D014481:United States