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- Title
A STUDY OF THE DETERMINANTS OF PATIENT SATISFACTION USING DISCRIMINANT ANALYSIS.
- Authors
JOSEPH, LALLU; GANESAN, P.
- Abstract
The present study aims to understand the different criteria that are discriminates the cluster of patients based on satisfaction. Reliability and validity test were conducted, and cluster and discriminant analysis was applied to test the hypotheses. Service encounter, core service, reputation, image, technology, and pricing are the major factors which discriminate between low and medium satisfaction groups/clusters. These factors are therefore important for a hospital to focus on, thereby making a low satisfied customer to medium satisfied. Convenience and recommendation are the other set of factors that discriminate moderate to high satisfaction clusters that shows that when hospitals focus on these two factors, there are chances of a person moving from moderate to high level of satisfaction.
- Subjects
PATIENT satisfaction; MEDICAL care costs; HOSPITAL research; DISCRIMINANT analysis; CLUSTER analysis (Statistics)
- Publication
Global Management Review, 2015, Vol 10, Issue 1, p43
- ISSN
0973-9947
- Publication type
Article