Factors Influencing Customer Satisfaction in Health Care Services

Running head: MARKETING RESEARCH ESSENTIALS
Factors Influencing Customer Satisfaction in Health Care Services

MARKETING RESEARCH ESSENTIALS 2
1. Synopsis
The key purpose of this investigation is to evaluate the factors affecting customer satisfaction in
health care services. There are certain methods would be incorporated in this research in order to
evaluate the reliable and authentic results. Furthermore, a quantitative research approach will be
exercised in this investigation in order to conduct the market test and survey through a
questionnaire on patients in QLD. In this research, the hypothesis will be used to analyze the
association between dependent and independent variables. In current business times, it is a key
role of supervisor to offer the quality services to patients. In this investigation, convenience
sampling method will be used for choosing the sample from the high amount of population. In
this investigation, 250 patients who take physiotherapy services in rural hospital of QLD will be
chosen as a sample size from high amount of population in order to conduct the research.
In addition, both primary and secondary data gathering method would be practiced for collecting
the data associated with the research issue. In addition, statistical data assessment technique
would be practiced in order to assess the research about research concern. In this investigation,
certain measures would be performed by a researcher like using IT tools, privacy act, and
password in order to keep the information. Moreover, 18 weeks would be required together with
A$ 1350 will be required in order to access potential resources. It is assessed that an investigator
would publish the information through a certain newspaper like The Australia and The Sunday
times.

MARKETING RESEARCH ESSENTIALS 3
Table of Contents
1. Synopsis..................................................................................................................................................2
2. Abbreviations and Acronyms..................................................................................................................4
2. Introduction / Background.......................................................................................................................4
4. Objectives................................................................................................................................................4
5. Hypothesis...............................................................................................................................................4
6. Study Methodology.................................................................................................................................5
7. Study population......................................................................................................................................6
8. Study procedure.......................................................................................................................................7
Proposed Outcomes.................................................................................................................................7
Data Collection........................................................................................................................................7
Risk/benefit.............................................................................................................................................8
9. Statistical Analysis..................................................................................................................................9
10. Quality assurance, monitoring, & safety................................................................................................9
11. Ethical Issues.........................................................................................................................................9
12. Finance and resource use.......................................................................................................................9
13. Dissemination of Results and Publication Policy.................................................................................10
14. References...........................................................................................................................................11
15. Appendices..........................................................................................................................................12

MARKETING RESEARCH ESSENTIALS 4
2. Abbreviations and Acronyms
CS: Customer Satisfaction
IV: Independent variable
DV: Dependent variable
2. Introduction / Background
The issue in personal and family providers may affect the quality of services and attitude of
patients. There is evidence regarding anxiety and uncertainty, which creates many issues.
Because of many financial issues, patients are not competent to follow the order of doctor in
terms of making the treatment significant. There are a large number of issues that cause high
employee’s turnover for the managers who perform in operational departments. The patients may
stress the medical issues related to the emotional experience of patients. There are certain works
that assess all possible links about the satisfaction and anxiety (Mosadeghrad, 2014).
4. Objectives
The investigation key goal is to address the factors affecting the satisfaction of those customers
who are looking for medical action. The research of this study will have created the interpersonal
links with those factors that provide quality healthcare to customers.
Following are the objectives that will be used for the attainment of the main aim:
 To perceive the link between the medical services of the hospital and customer
satisfaction
 To assess the correlation amongst the business financial issues and customer satisfaction
 To evaluate the relationship between service quality and customer satisfaction.
 To determine the effects of moderating the variables on customer satisfaction.
5. Hypotheses