title: The influence of service quality and patients' emotions on satisfaction.
abstract: OBJECTIVE
  The purpose of this research is to develop and empirically test a model to examine the major factors affecting patients' satisfaction that depict and estimate the relationships between service quality, patient's emotions, expectations and involvement.
  
  
  METHODS
  The approach was tested using structural equation modeling, with a sample of 317 patients from six Portuguese public healthcare centres, using a revised SERVQUAL scale for service quality evaluation and an adapted DESII scale for assessing patient emotions.
  
  
  RESULTS
  The scales used to evaluate service quality and emotional experience appears valid. The results support process complexity that leads to health service satisfaction, which involves diverse phenomena within the cognitive and emotional domain, revealing that all the predictors have a significant effect on satisfaction.
  
  
  CONCLUSIONS
  The emotions inventory, although showing good internal consistency, might be enlarged to other typologies in further research--needed to confirm these findings.
  
  
  CONCLUSIONS
  Patient's satisfaction mechanisms are important for improving service quality.
  
  
  CONCLUSIONS
  The research shows empirical evidence about the effect of both patient's emotions and service quality on satisfaction with healthcare services. Findings also provide a model that includes valid and reliable measures.
authors.affiliation: Instituto Superior de Ciências do Trabalho e da Empresa, Montijo, Portugal. helenavinagre@gmail.com
authors.forename: Maria Helena
authors.initials: MH
authors.lastname: Vinagre
authors.forename: José
authors.initials: J
authors.lastname: Neves
mesh_terms: D004644:Emotions; D006801:Humans; D010043:Outcome and Process Assessment, Health Care / Q000458:organization & administration; D017060:Patient Satisfaction; D011594:Psychometrics; D011787:Quality of Health Care / Q000458:organization & administration*; D015203:Reproducibility of Results; D011795:Surveys and Questionnaires