Interpreting time series of patient satisfaction: Macro vs. micro components

Björn Frank, Shuichi Sudo, Takao Enkawa

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

Recent research discovered that economic processes influence national averages of customer satisfaction. Using time-series data from Japanese and South Korean hospitals, we conducted principal component regression analyses to examine whether these findings are transferable to patient satisfaction. Our results reveal that aggregate income has a positive impact and economic expectations have a negative impact on patient satisfaction. Further analyses demonstrate that these strong economic influences make it difficult for hospital managers to use patient satisfaction scores to assess the performance impact of their customer-oriented actions. In order to improve performance evaluations based on patient surveys, we thus recommend managers to remove economic influences from time-series of patient satisfaction.

Original languageEnglish
Pages (from-to)15-39
Number of pages25
JournalJournal of Hospital Marketing and Public Relations
Volume19
Issue number1
DOIs
Publication statusPublished - 2009 Jan 1
Externally publishedYes

Keywords

  • Business growth
  • Expectations
  • Income
  • Patient satisfaction
  • Performance evaluation
  • Profitability
  • Time-series

ASJC Scopus subject areas

  • Health Policy
  • Marketing

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