Modeling healthcare service quality to predict patient satisfaction: a case study

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Conference Proceeding

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SEM informs healthcare practitioners of a rural hospital with 800 employees in Michigan’s Upper Peninsula on the qualitative attributes of service quality that predict overall patient satisfaction. Results show strong relationships between administrative process quality to mediating variables associated with nurse and practitioner (doctors, nurse practitioner, physician assistant) personal interactions.

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© 2014 Decision Sciences Institute.

Decision Sciences Institute 2014 Annual Meeting homepage

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Decision Sciences Institute 2014 Annual Meeting