Author(s): Ford RC, Bach SA, Fottler MD
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Abstract Patient perceptions of the quality of services provided is a key factor (along with cost effectiveness) in determining a health care organization's competitive advantage and survival. This article examines the advantages, disadvantages, and problems associated with nine different methods of measuring patient satisfaction with service quality. The appropriateness of each of these techniques under different organizational conditions is also discussed. The article concludes with guidelines for measurement of patient satisfaction and implementation of managerial follow-up.
This article was published in Health Care Manage Rev
and referenced in Journal of Addiction Research & Therapy