TY - JOUR
T1 - Patient Satisfaction and Organizational Impact
T2 - A Hierarchical Linear Modeling Approach
AU - Otani, Koichiro
AU - Kim, B. Joon
AU - Waterman, Brian
AU - Boslaugh, Sarah
AU - Dean Klinkenberg, W.
AU - Dunagan, W. Claiborne
PY - 2012/7
Y1 - 2012/7
N2 - 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.
AB - 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.
KW - hierarchical linear modeling
KW - hospital care
KW - patient satisfaction
KW - statistical methods
KW - surveys
UR - http://www.scopus.com/inward/record.url?scp=84865221218&partnerID=8YFLogxK
U2 - 10.1080/07359683.2012.705724
DO - 10.1080/07359683.2012.705724
M3 - Article
C2 - 22905946
AN - SCOPUS:84865221218
SN - 0735-9683
VL - 29
SP - 256
EP - 269
JO - Health Marketing Quarterly
JF - Health Marketing Quarterly
IS - 3
ER -