Skip to main content

Affective Influences on Patient Satisfaction with General Practitioner Services

Buy Article:

$22.74 plus tax (Refund Policy)

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.

Keywords: AFFECT; CUSTOMER SATISFACTION; GENERAL PRACTICE; PATIENTS; PRIMARY HEALTHCARE; SERVICE QUALITY

Document Type: Research Article

DOI: https://doi.org/10.1362/147539203322383582

Publication date: 2003-06-01

More about this publication?
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more