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Social psychological determinants of patient satisfaction: A test of five hypotheses

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  • Linder-Pelz, Susie

Abstract

Five hypotheses regarding the social psychological determinants of patient satisfaction were tested among patients attending the primary care clinics of a university medical center in Manhatten. The social psychological variables operationalized here were expectations, values, entitlement and perceived occurrences; the three dimensions of satisfaction studied were doctor conduct, convenience and general satisfaction. The social psychological variables together were found to explain only a small proportion of the variance in satisfaction, although their contribution varied with the dimension of satisfaction. Expectations consistantly explained most of the variance in satisfaction ratings; particularly noteworthy was the direct effect of prior expectations of the doctor's conduct on subsequent satisfaction with that dimension of the care received. Values had little independent effect on satisfaction, and the combination of values and expectations (their interaction) was unrelated to satisfaction. Feelings of entitlement were also unrelated to satisfaction ratings. There was some support for the discrepancy model, which holds that the greater the discrepancy between perceived occurrences and prior expectations the less the satisfaction. The importance of carrying out further methodological studies aimed at developing reliable measures of these constructs is stressed.

Suggested Citation

  • Linder-Pelz, Susie, 1982. "Social psychological determinants of patient satisfaction: A test of five hypotheses," Social Science & Medicine, Elsevier, vol. 16(5), pages 583-589, January.
  • Handle: RePEc:eee:socmed:v:16:y:1982:i:5:p:583-589
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    1. Alyson Callan & Roland Littlewood, 1998. "Patient Satisfaction: Ethnic Origin or Explanatory Model?," International Journal of Social Psychiatry, , vol. 44(1), pages 1-11, March.
    2. Muhammad Khalilur Rahman & Noor Raihani Zainol & Noorshella Che Nawi & Ataul Karim Patwary & Wan Farha Wan Zulkifli & Md Mahmudul Haque, 2023. "Halal Healthcare Services: Patients’ Satisfaction and Word of Mouth Lesson from Islamic-Friendly Hospitals," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
    3. Aspasia Goula & Maria-Aggeliki Stamouli & Maria Alexandridou & Lemonia Vorreakou & Aristeidis Galanakis & Georgios Theodorou & Emmanouil Stauropoulos & Martha Kelesi & Evridiki Kaba, 2021. "Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model," IJERPH, MDPI, vol. 18(7), pages 1-16, March.
    4. Patrick Altmann & Dominik Ivkic & Markus Ponleitner & Fritz Leutmezer & Ulrike Willinger & Michaela Schmoeger & Thomas Berger & Gabriel Bsteh & Henriette Löffler-Stastka, 2022. "Individual Perception of Telehealth: Validation of a German Translation of the Telemedicine Perception Questionnaire and a Derived Short Version," IJERPH, MDPI, vol. 19(2), pages 1-5, January.
    5. Shahidul Islam & Nazlida Muhamad & Wardah Hakimah Sumardi, 2022. "Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(1), pages 219-245, March.
    6. Atkinson, Sarah & Haran, Dave, 2005. "Individual and district scale determinants of users' satisfaction with primary health care in developing countries," Social Science & Medicine, Elsevier, vol. 60(3), pages 501-513, February.
    7. Rekiku Fikre & Kidist Eshetu & Muntasha Berhanu & Akalewold Alemayehu, 2021. "What determines client satisfaction on labor and delivery service in Ethiopia? systematic review and meta-analysis," PLOS ONE, Public Library of Science, vol. 16(4), pages 1-15, April.
    8. Fernando García-Alfranca & Anna Puig & Carles Galup & Hortensia Aguado & Ismael Cerdá & Mercedes Guilabert & Virtudes Pérez-Jover & Irene Carrillo & José Joaquín Mira, 2018. "Patient Satisfaction with Pre-Hospital Emergency Services. A Qualitative Study Comparing Professionals’ and Patients’ Views," IJERPH, MDPI, vol. 15(2), pages 1-31, January.
    9. Hekkert, Karin Dorieke & Cihangir, Sezgin & Kleefstra, Sophia Martine & van den Berg, Bernard & Kool, Rudolf Bertijn, 2009. "Patient satisfaction revisited: A multilevel approach," Social Science & Medicine, Elsevier, vol. 69(1), pages 68-75, July.

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