Bayram Sahin1, Fatma Yilmaz, Keon-Hyung Lee. 1. Department of Healthcare Management, Faculty of Economy and Administrative Sciences, Hacettepe University, 06100 Ankara, Turkey. baysahin@hacettepe.edu.tr
Abstract
OBJECTIVE: Our study aimed to identify factors affecting patient satisfaction. DATA: The study was conducted at a training hospital in Turkey. The final sample consisted of 302 inpatients. In this study, patient satisfaction was examined using a survey questionnaire with 22 questions collected under five dimensions. METHOD: Factor analysis was used to group 22 questions measuring patients' satisfaction questions into certain dimensions. Then, structural equation model (SEM) was performed to determine the influence of patient characteristics on patient satisfaction. RESULTS: Our analysis showed the questionnaire has an appropriate reliability and validity. The structural equation model (SEM) was used to determine those factors which could affect patient satisfaction. The results of SEM analysis showed that 15% of the total variance in patients' satisfaction was explained by the model. The SEM analysis found that variables of education and type of clinic (surgical vs. non-surgical) were significant on patient satisfaction. Persons with a higher level of education were less satisfied when compared to those with a lower level of education. Surgical patients are more satisfied with the care they received when compared to non-surgical patients. CONCLUSION: The education level of patients and the type of clinics had a significant influence on patient satisfaction.
OBJECTIVE: Our study aimed to identify factors affecting patient satisfaction. DATA: The study was conducted at a training hospital in Turkey. The final sample consisted of 302 inpatients. In this study, patient satisfaction was examined using a survey questionnaire with 22 questions collected under five dimensions. METHOD: Factor analysis was used to group 22 questions measuring patients' satisfaction questions into certain dimensions. Then, structural equation model (SEM) was performed to determine the influence of patient characteristics on patient satisfaction. RESULTS: Our analysis showed the questionnaire has an appropriate reliability and validity. The structural equation model (SEM) was used to determine those factors which could affect patient satisfaction. The results of SEM analysis showed that 15% of the total variance in patients' satisfaction was explained by the model. The SEM analysis found that variables of education and type of clinic (surgical vs. non-surgical) were significant on patient satisfaction. Persons with a higher level of education were less satisfied when compared to those with a lower level of education. Surgical patients are more satisfied with the care they received when compared to non-surgical patients. CONCLUSION: The education level of patients and the type of clinics had a significant influence on patient satisfaction.
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