Deepening the understanding of hospital patient satisfaction: Fulfillment and equity effects

Academic Article


  • The purpose of this paper is to report the development and estimation of a path model which examined predictors of patients' overall satisfaction with, and their intentions to revisit, the hospital. Specifically, the effects of patients' perceptions of hospital performance were expected to relate positively to confirmation of patients' expectations of hospital performance (i.e., with respect to treatment, services, etc.), and of being treated fairly, which subsequently would relate positively to overall satisfaction. Additionally, both patients' overall levels of satisfaction and perceptions of hospital performance were expected to relate directly and positively to patients' intentions to revisit the hospital. The results of this study should be of interest to both practitioners and academicians. The practitioner is concerned with maintaining or enhancing the competitive position of his institution. The perspectives on satisfaction explored in this paper will be discussed in terms of their implications for the effective control of patients' satisfaction and intentions to reutilize the hospital's services. The academician is interested in developing basic knowledge of the behavior of health care consumers. This paper contributes to patient satisfaction research by estimating the effects of a previously unexamined set of predictor variables and by utilizing an analytical tool (i.e., structural equation modeling) that is uniquely well-suited for such a study.
  • Published In

    Author List

  • Swan JE; Sawyer JC; Van Matre JG; McGee GW
  • Start Page

  • 7
  • End Page

  • 18
  • Volume

  • 5
  • Issue

  • 3