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SEM of Service Quality to Predict Overall Patient Satisfaction in Medical Clinics: A Case Study

Summary: This study analyzed patient satisfaction surveys to determine which process attributes affect overall patient satisfaction. The authors conclude that the strongest impact is the care provider’s interaction with the patient.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Service quality, Customer satisfaction (CS), Case study, Healthcare industry, Research, Survey
  • Author: Johnson, Dana M.; Russell, Roberta S
  • Journal: Quality Management Journal