title: Quality and price--impact on patient satisfaction.
abstract: OBJECTIVE
  The purpose of this paper is to synthesize existing quality-measurement models and applies them to healthcare by combining a Nordic service-quality with an American service performance model.
  
  
  METHODS
  Results are based on a questionnaire survey of 1,298 respondents. Service quality dimensions were derived and related to satisfaction by employing a multinomial logistic model, which allows prediction and service improvement.
  
  
  RESULTS
  Qualitative and empirical evidence indicates that customer satisfaction and service quality are multi-dimensional constructs, whose quality components, together with convenience and cost, influence the customer's overall satisfaction.
  
  
  CONCLUSIONS
  The proposed model identifies important quality and satisfaction issues. It also enables transitions between different responses in different studies to be compared.
authors.forename: Angelos
authors.initials: A
authors.lastname: Pantouvakis
authors.forename: Nancy
authors.initials: N
authors.lastname: Bouranta
mesh_terms: D002983:Clinical Competence; D003132:Commerce / Q000706:statistics & numerical data*; D004645:Empathy; D006297:Health Services Accessibility; D006302:Health Services Research; D006801:Humans; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D019984:Quality Indicators, Health Care; D011787:Quality of Health Care / Q000191:economics / Q000458:organization & administration*; D015203:Reproducibility of Results; D013997:Time Factors