Title

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

Authors

Dana M. Johnson, Michigan Technological UniversityFollow
Roberta S. Russell, Virginia Polytechnic Institute and State University
Sheneeta W. White, University of St. Thomas

Document Type

Conference Proceeding

Publication Date

2014

Abstract

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.

Publisher's Statement

© 2014 Decision Sciences Institute.

Decision Sciences Institute 2014 Annual Meeting homepage

Publication Title

Decision Sciences Institute 2014 Annual Meeting

Recommended Citation

Johnson, D. M., Russell, R. S., & White, S. W. (2014). Modeling healthcare service quality to predict patient satisfaction: a case study. Decision Sciences Institute 2014 Annual Meeting.
Retrieved from: https://digitalcommons.mtu.edu/business-fp/99