A Reexamination of the Determinants of Patient Satisfaction with Health Care Service Encounters
Marketing literature contains a great deal of support for established methods of measuring customer satisfaction with a service encounter. There is also evidence that while an instrument such as SERVQUAL does reflect certain determinants of satisfaction it is not a complete measure in all situations. This paper looks at satisfaction in a health care setting by utilizing focus groups comprised of both customers (patients) and employees of the service provider (a health care clinic). Using the same gap model used to develop SERVQUAL, additional determinants are identified and the need for further research is discussed.