Swan J E, Sawyer J C, Van Matre J G, McGee G W
J Health Care Mark. 1985 Summer;5(3):7-18.
Patient satisfaction surveys are widely used tools. However, they provide limited managerial information. Additional, useful insights can be gained by analyzing factors that determine satisfaction. This study reports on fulfillment of expectations equity and satisfaction survey items as predictors of overall satisfaction with, and intentions to use, a hospital.
患者满意度调查是广泛使用的工具。然而，它们提供的管理信息有限。此外，通过分析决定满意度的因素可以获得有用的见解。本研究报告了期望公平性和满意度调查项目的实现情况，作为对医院总体满意度和使用意愿的预测指标。
