The role of health care attributes and demographic characteristics in the determination of health care satisfaction.

The authors investigate the influence of demographic characteristics and health care attributes on overall health care satisfaction. They use a national cross-section sample of HMO members and another of non-HMO members. Demographic characteristics are treated as antecedent to satisfaction with the health care attributes in the determination of overall health care satisfaction. The health care attributes are very similar in impact for both samples, suggesting HMOs should emphasize those attributes both to ensure reenrollment and to encourage new enrollment. Findings also show that satisfaction with several health care attributes varies along a few demographic dimensions, suggesting demographic bases along which the health care market can be segmented.