Patient Satisfaction and Organizational Impact: A Hierarchical Linear Modeling Approach

Koichiro Otani, B. Joon Kim, Brian Waterman, Sarah Boslaugh, W. Dean Klinkenberg, W. Claiborne Dunagan

Research output: Contribution to journalArticlepeer-review

11 Scopus citations

Abstract

This article presents the rationale for using multilevel analysis to address the broad environmental contexts in patient satisfaction research. This study utilized patient satisfaction data and the American Hospital Association Hospital Guide Book (2004). This study found significant contributions of individual patient attribute reactions (nursing care, physician care, etc.), and also clearly demonstrated hospital-level effects and cross-level interactions on patient satisfaction. Thus, it is clear that patient satisfaction is not solely explained by patients' attribute reactions and their demographic variables, but is also explained by patients' hospital levels. This approach would offer additional understanding in patient satisfaction research.

Original languageEnglish
Pages (from-to)256-269
Number of pages14
JournalHealth Marketing Quarterly
Volume29
Issue number3
DOIs
StatePublished - Jul 2012

Keywords

  • hierarchical linear modeling
  • hospital care
  • patient satisfaction
  • statistical methods
  • surveys

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