Affective Influences on Patient Satisfaction with General Practitioner Services
Abstract:This paper reports on the findings of a study of customer satisfaction with providers of high credence-based services, where customers are more able to judge processes within service delivery rather than outcomes. The context is primary healthcare services in the UK National Health Service, which have faced highly demanding change agendas, resulting in new approaches to service development and delivery, as well as to commissioning and resource allocation. The aim of the study is to investigate the role of affective influences on patient satisfaction judgements with general practitioner services, by examining summary cognitive and affective reactions that have been generated over time by past experiences with the surgery as a whole. Patient satisfaction is measured according to existing service performance/satisfaction dimensions, which have been further developed to take account of affective responses and the healthcare setting. Data was gathered through a postal survey to a cross-sectional sample of patients registered at selected general practices. The findings point to the importance of the assurance, empathy and tangibles dimensions of service quality in determining patients' overall satisfaction judgements.
Document Type: Research Article
Publication date: 2003-06-01
More about this publication?