Date of Award
1999
Document Type
Thesis
Degree Name
Master of Business Administration
Department
Business
First Advisor
Daniel W. Kemper
Second Advisor
Laura DeRigne
Third Advisor
Jan Kniffen
Abstract
This thesis will concentrate on the delivery of health care services and the influence the level of service quality has on patient satisfaction.
The health care industry continually experiences changes. but the changes that have occurred over the past five to ten years have occurred quite rapidly. These changes have altered the way that patients view delivery of health care services. Those within the industry itself, including physicians, administrators. and staff members, have been faced with many challenges.
From a competitive standpoint alone, today's health care environment is drastically different from the previous decade. Declining revenues for the health care industry as a whole translates into competition for patients and health care dollars.
The purpose of this study is to determine the effect that service quality places upon a patient" s satisfaction level. It will be used to ascertain areas in which service quality delivery can be enhanced in order to increase patient satisfaction.
This study concentrated on the primary care medicine areas: Pediatric Medicine, Family Medicine. and Internal Medicine. Six physician practices based in various geographic locations in the metropolitan area participated in the study.
One hundred surveys were distributed to each of the practice locations for patients to complete. One hundred twenty-two surveys were returned of which 99 were usable and included within the study.
Participants completed a survey questionnaire which covered the constructs of service quality and patient satisfaction. Twelve dimensions within each construct were investigated. Analysis of the data took place looking at the correlation between constructs.
Results of the data analysis supported the hypothesis that the level of service quality delivery influences a comparable level of patient satisfaction.
Recommended Citation
Hackmeister, Mary Ann, "The Influence of Health Care Service Quality on Patient Satisfaction" (1999). Theses. 823.
https://digitalcommons.lindenwood.edu/theses/823
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