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Incorporating patients’ assessments of satisfaction and quality: an integrative model of patients’ evaluations of their care

Jessie L. Tucker, Sheila R. Adams

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 August 2001

1625

Abstract

This study investigates the apparent methodological shortcomings of the current literature that considers patients’ evaluations of their care. In an effort to resolve the evident discrepancies between stated assertions and empirical evidence, integrates the two prominent streams of research to produce a more comprehensive model. Results suggest that just two distinct dimensions of the care experience were found to capture 74 per cent of the variance in satisfaction‐quality, with patients’ sociodemographic differences accounting for only 1 per cent.

Keywords

Citation

Tucker, J.L. and Adams, S.R. (2001), "Incorporating patients’ assessments of satisfaction and quality: an integrative model of patients’ evaluations of their care", Managing Service Quality: An International Journal, Vol. 11 No. 4, pp. 272-287. https://doi.org/10.1108/EUM0000000005611

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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