A systematic approach to the assessment of user satisfaction with health care systems: constructs, models and instruments.

In this paper an overview is given about research in the field of user satisfaction with health care systems and a new systematic model is set up. The model distinguishes between system-independent and system-dependent factors, the latter characterised by satisfaction with the content, the interface and the organisation. Evaluated instruments for assessing user satisfaction are classified according to the model and recommendation for an appropriate use are given.