Patient satisfaction and referral intention: effect of patient-physician match on ethnic origin and cultural similarity.
The study brought a cultural perspective into the mainstream model of health service quality by taking into account minorities' unique experience, patient-physician match on ethnic origin and cultural similarity. Survey data from Asian-American respondents supported a three-dimensional humaneness-professionalism-competence model of physician attributes. Physician humaneness and professionalism, patient-physician match on ethnic origin and cultural similarity predicted patient overall satisfaction and referral intention among Asian-Americans. Interestingly, the 3-dimensional model of physician attributes was also revealed in a Caucasian-American sample. However, Caucasian-Americans differ from Asian-Americans in several ways: physician competence was a significant predictor of overall satisfaction; professionalism was the only determinant of referral intention; and cultural similarity was not a significant factor with regards to either overall satisfaction or referral intention.
Lin
Xiaohua
X
Odette School of Business, University of Windsor, 401 Sunset Avenue, Windsor, ON Canada N9B 3P4. hlin@uwindsor.ca
Guan
Jian
J
D000328:Adult; D001213:Asian / Q000523:psychology*; D002983:Clinical Competence; D003469:Culture; D005260:Female; D019538:Health Care Surveys; D006302:Health Services Research; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000208:ethnology*; D010817:Physician-Patient Relations; D010818:Practice Patterns, Physicians'; D012017:Referral and Consultation / Q000706:statistics & numerical data*; D014481:United States; D044465:White People / Q000523:psychology