Increasing Patient Satisfaction: A New Model Development

Koichiro Otani, Yihao Deng, Brian Waterman, W. Claiborne Dunagan

Research output: Contribution to journalArticle

1 Scopus citations


Most patient satisfaction studies put an emphasis on finding key drivers (attribute) to increase overall patient satisfaction. However, it is not clear how much health care managers need to improve certain attributes to attain the target overall patient satisfaction level. The study aims at finding not only what attributes, but also how much these attributes need to be improved to attain the target levels of patient satisfaction. The study uses an ordinal logistic regression model to analyze attribute reactions to salient drivers. This approach would significantly enhance health care managers' capabilities to develop a strategic plan to improve their patient satisfaction levels.

Original languageEnglish
Pages (from-to)370-382
Number of pages13
JournalHealth Marketing Quarterly
Issue number4
StatePublished - Oct 2 2014
Externally publishedYes


  • hospital care
  • ordinal logistic regression model
  • patient satisfaction
  • survey data

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