Document Type


Publication Date



This study analyzed patient satisfaction surveys to determine which process attributes affect overall patient satisfaction. The authors conclude that the strongest impact is the care provider's interaction with the patient. Healthcare providers/practitioners value business analytics as a means to focus and redirect their continuous improvement efforts and to encourage appropriate provider behavior. The data for this research were gathered from patient satisfaction surveys from 18 diverse medical clinics in a rural, Midwestern U.S. healthcare system. Overall patient satisfaction was measured by four separate variables. Quality service was measured by five dimensions and related constructs. All were measured through the use of a five-point Likert-scaled survey. Confirmatory factor analysis and structural equation modeling were applied to identify the factors that impact overall patient satisfaction at the clinics. This research, and the surveys from which the data were derived, focus on process dimensions of service quality, rather than the technical aspects of the healthcare delivery system.

Publisher's Statement

© 2015 American Society for Quality.

Publication Title

The Quality Management Journal


Publisher's PDF