What attributes determine quality and satisfaction with health care delivery?

The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship

“…Other dimensions have been introduced to capture patients' healthcare evaluations (Fowdar, 2005), including: core services; customization; professional credibility; competence; and communications. Human involvement in the service situation with emotions approaching love for the patient and positive patient outcomes such as pain relief, life saving and dealing with anger or disappointment with life after medical interventions (Bowers et al, 1994) are also included in the literature.…”

“…( 2008) provided further support for the idea that service quality construct dimensions vary and that it is necessary to adopt a contingency approach in which the number of dimensions varies according to, among others, the type of the service. Bowers et al (1994), on the other hand, reported two major additional dimensions not captured by SERVQUAL: caring and patient outcomes. Brown and Swartz (1989) identified "professional credibility", "Professional competence" and "communications" as factors significant for both physicians and patients in service quality evaluation.…”

An Empirical Assessment of Customer Satisfaction and Quality of Service: Comparing Servqual and Servperf

“…There are researchers who claim that customer satisfaction is an antecedent of the quality of service (BOLTON; DREW, 1991b), whereas others argue that quality of service leads to customer satisfaction (BITNER, 1990;TAYLOR, 1992). Others suggest that quality and satisfaction are determined by the same attributes (BOWERS; SWAN; KOEHLER, 1994). The aim here is to study and explore the interrelationships between quality of service and satisfaction, without the concern of the dependency relationship.…”

The SAGE Handbook of Social Marketing

“…tangibles (physical facilities, equipment and appearance of personnel); reliability (ability to perform the promised service dependably and accurately); 844 responsiveness (willingness to help customers and provide prompt service); assurance (knowledge and courtesy of employees and their ability to inspire trust and confidence; and empathy (caring, individualized attention the firm provides its customers). Health-related service quality studies have, however, produced equivocal findings that suggest fewer, or more, factors (Babakus and Boller, 1992;Babakus and Mangold, 1992;Bowers et al, 1994;Brady, 2001;Carman, 1990;Sweeney, 2006, 2007;Headley and Miller, 1993;Peyrot et al, 1993;Reidenbach and Sandifer-Smallwood, 1990;Smith, 2000;Soliman, 1992;Sower et al, 2001;Vandamme and Leunis, 1993;Walbridge and Delene, 1993). Additionally, evidence from the patient satisfaction literature supports the likelihood of few meaningful factors underlying consumer evaluations of GP services (Hall and Dornan, 1988;Hulka and Zyzanski, 1982;Hulka et al, 1970;Pascoe, 1983;Ware and Hays, 1988;Ware et al, 1978;Zyzanski et al, 1974).…”